Where They Started
A growing private healthcare group with six clinics was taking bookings through a mix of phone calls, emails and an outdated web form. Reception teams were overwhelmed, callers waited in long queues and nearly one in five calls went unanswered at peak times.
Patient information was re-typed from forms into the practice management system, creating delays and errors, and there was no reminder process, leading to a costly no-show rate.
What We Did
- 01
Online booking & intake portal
A secure, mobile-first booking portal with treatment-specific intake questionnaires, integrated directly with the group’s practice management system.
- 02
24/7 patient contact desk
A dedicated team trained on every clinic, treatment and policy, handling bookings, rescheduling and general enquiries around the clock, with clear escalation for clinical questions.
- 03
Automated reminders
SMS and email confirmations and reminders with one-tap rescheduling to reduce no-shows.
- 04
Local SEO per clinic
Optimised Google Business Profiles and treatment pages for every location.
“Our reception teams finally have time for the patients in front of them. Calls are answered, bookings flow straight into our system and no-shows have dropped dramatically.”