Patients could only book by phone, during office hours. Front-desk teams at each clinic spent most of the day answering calls instead of helping the people in front of them.
Each location kept its own schedule in a separate tool. Rescheduling a patient between clinics meant phone calls between staff, and nobody had a combined view of capacity across the group.
Let patients book any clinic, any time, and take call volume off the front desk.
- →Online booking across all locations, available around the clock
- →One schedule view for staff across the group
- →A support team to absorb call volume and rescheduling
We spent the first weeks at the front desk, not in a design tool. Mapping how calls, bookings and reschedules actually happened showed that technology alone wouldn’t solve it. The clinics needed a booking platform and a team to handle the calls that would still come in.
One booking platform. One support desk.
Patients book online across all locations. Staff manage every clinic’s schedule from one admin panel. A dedicated RightBPO support team answers calls, handles rescheduling and escalates clinical questions to clinic staff.