Cut appointment no-shows by 34%.

A multi-site clinic replaced phone-only booking with a portal that handles scheduling, reminders, and intake forms.

01The situation

Every appointment was booked by phone across four sites, with reception staff working from separate calendars.

No-shows ran high enough to cost several clinical hours a week, and intake forms were completed on paper in the waiting room.

Any solution had to satisfy the clinic's data handling obligations and be usable by patients who were not confident with technology.

02What we did

We built a portal for booking, rescheduling, and intake, connected directly to the practice management system rather than running alongside it.

Reminders go out by SMS and email with one-tap confirm or reschedule. Rescheduling was deliberately made as easy as cancelling.

Phone booking was kept and improved rather than removed. Reception sees the same calendar patients do.

Intake forms are completed before arrival and land in the patient record automatically.

03What changed

No-shows fell 34% within three months, most of it attributable to easy rescheduling rather than reminders alone.

About 61% of bookings now happen without a phone call, which gave reception time back rather than replacing them.

Clinicians start appointments with intake already complete, saving roughly eight minutes each.

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