End-to-end patient flow automation across a multi-site medical network.
The challenge
A national network of private medical clinics was operating every patient-facing and administrative process manually. Appointment reminders were sent one at a time by front desk staff. Prescription requests arrived through three separate channels with no unified tracking. Doctor communications were untargeted — every message went to every doctor regardless of relevance. The clinical teams were spending the same amount of time on admin as they were on patient care. Compliance documentation lagged by days. The network needed to scale without adding headcount.
What we built
We designed and built an end-to-end automated patient journey across the entire network — from first booking to post-appointment follow-up, with every touchpoint personalised to the patient, the doctor, and the clinic location. A centralised prescription management system replaced the three-channel chaos with a single tracked workflow. Doctor communications were rebuilt from broadcast to individual: each doctor now receives only the information relevant to their patient list, their schedule, and their specialty.
The approach
- 01
Audit & map
We spent the first week mapping every manual touchpoint across the patient journey — from booking confirmation through to recall. We identified 47 distinct manual steps that could be automated.
- 02
Prescription centralisation
Built a single intake point for all prescription requests across email, phone, and online forms. Every request is logged, assigned, tracked, and archived — with escalation rules for urgent requests.
- 03
Personalised doctor communications
Replaced the broadcast email list with a rules engine that delivers each doctor only the communications relevant to their patients, schedule, and specialty. Open rates increased significantly.
- 04
Patient journey automation
Automated appointment confirmations, 48-hour reminders, post-appointment follow-up, and 6/12-month recall sequences. All triggered without staff input.
- 05
Compliance documentation
Consent forms, patient intake documents, and post-visit summaries generated automatically and stored in the correct patient record.
“The prescription tracking alone saved us from a compliance incident we didn't know was coming. Every request is now visible, assigned, and auditable.”
Technologies used
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