Healthcare · Illustrative scenario
Illustrative: a three-branch clinic stops losing patients between booking and follow-up
How a multi-branch clinic could move from paper registers to one view of appointments, follow-ups and daily numbers.
This is an illustrative scenario, not a delivered project. It is built from situations we commonly see, to show how we would approach the problem. The client is not real and no results are claimed.
The situation
Appointments are taken by phone and WhatsApp at each branch and written in registers. Reception cannot see another branch's free slots. Follow-up calls depend on who remembers. Patients who miss a visit are rarely contacted again, and the owner only sees the week's numbers when someone sends photos of the registers.
What we would do
We would start with one branch and one problem: appointments and follow-ups. First, map how a patient really moves from first message to paid bill, and agree in writing what done means. Then build booking and follow-up, train reception on the exact screens they will use, run it for a few weeks and fix what annoys people. Only after that would we roll out to the other two branches and add lab, pharmacy and billing, one module at a time.
What we would build
- Appointment booking visible across all branches
- Patient records linked to every visit
- Follow-up reminders with a named owner
- A daily branch dashboard for the owner
- Role-based access for reception, doctors and management
What we would measure
About these measures: These are the measures we would baseline in the first two weeks and compare monthly. No results are claimed here, because this is a scenario, not a delivered project.
Facing something like this?
Tell us what is going wrong. We will say honestly what we would do first, and whether we are the right fit.