Medical scheduling for 22 clinics in a single system

The challenge

The network had grown through acquisitions, and every clinic arrived with its own scheduling system. Call centre operators had to check up to six applications to find a free slot.

The availability rules were complex: different durations per consultation type, shared equipment, doctors working across several locations.

The solution

We built a single availability engine that treats the doctor, the room and the equipment as independent resources that must overlap for a booking to be possible.

• Staged migration of the six systems, two clinics per month
• A patient mobile app with self-service booking and rescheduling
• Full logging of access to patient data
• Automated reminders that reduced no-shows

The call centre interface was designed together with the operators, starting from timing their real workflows.

The outcome

Average phone booking time fell from 4 minutes 10 seconds to 1 minute 35 seconds. 47% of bookings are now made directly in the patient app.

The no-show rate dropped from 18% to 11%, freeing the equivalent of 1,400 consultations per month.