A practice that gave its front desk back to its patients.
Medical
Case study narrative
The business problem
Front-desk staff spent hours a day on scheduling calls and paper intake forms, which meant less time with patients actually in the office and a backlog of callbacks by mid-afternoon.
The solution
An intake and scheduling system that lets patients book, reschedule, and complete intake forms online before they arrive, with front-desk staff handling only the exceptions that actually need a person.
Technologies used
Integrated directly with the practice's existing scheduling system and EHR intake fields, so nothing had to be re-entered by staff on the other end.
Implementation process
Five weeks — longer than a typical engagement because of the compliance review required before anything touching patient data could go live: two weeks of workflow mapping and compliance review in parallel, two weeks of build, and a one-week soft launch on a single provider's schedule before expanding practice-wide.
Business impact
Front-desk staff went from spending most of the morning on scheduling calls to handling mostly walk-in exceptions, and patients stopped waiting on hold to book a routine appointment.
Measurable results
12 hrs/wk
returned to patient care
70%
of bookings completed without staff involvement
0
patient-data compliance incidents
What we’d do differently
Requiring patients to create an account before booking cut completion rates significantly in the first two weeks. Removing that requirement — letting people book first and create an account later, if at all — fixed it.