A multi-location private healthcare group unified its booking, intake and follow-up across six clinics into a single patient experience.
Duration
18 weeks
Year
2025
Services
Clinics unified
6
Build duration
18 weeks
Data compliance
GDPR Art. 9
Patient data
End-to-end encrypted
The challenge
The client operated six private clinics across London under a single brand, offering physiotherapy, sports medicine, osteopathy and massage therapy. Each clinic used a different booking system — some used Cliniko, one used a paper diary, one used a third-party booking widget — and none of them shared patient data. A patient who visited clinic A and then wanted to book at clinic B was effectively a new patient in that clinic's system, with no record of their previous treatment history, intake forms, or preferences. Practitioners had no visibility of a patient's cross-clinic history unless the patient described it verbally.
The patient-facing booking experience matched this internal fragmentation. Patients had to navigate to different booking pages for different clinics, fill in intake forms repeatedly for each location, and receive appointment confirmation emails from different addresses with different formatting. The group's brand cohesion was invisible in the patient journey despite significant investment in a unified visual identity.
The solution
We built a unified patient portal on the group's domain that served as the single access point for all six clinics. Patients created one account that persisted across all locations. Booking was handled through a single interface where patients selected their treatment type first, then their preferred location, then their preferred practitioner and time slot — rather than having to know which clinic offered what in advance.
Intake forms were collected once per patient per condition type and stored in their profile, flagged for practitioner review before each appointment. When a patient booked a follow-up at a different location, the receiving practitioner could see the intake data and notes from previous visits at other clinics. The form data was stored encrypted at rest, access-logged, and structured around GDPR requirements — patients had a self-service data access and deletion mechanism in their account settings.
Practitioner-facing dashboards showed their daily schedule, incoming patient profiles, and a simple notes interface where post-appointment observations could be recorded and attached to the patient's cross-clinic record. The dashboard was designed for a clinical setting — large readable type, minimal clicks per action, mobile-usable from a phone or tablet between patients.
Key features
A single patient account persists across all six clinic locations. Booking history, intake forms, and practitioner notes are unified under one profile, visible to practitioners at any location the patient attends.
Patients select treatment type before location, allowing the system to surface only locations and practitioners that offer the selected treatment. Eliminates the most common source of misdirected bookings.
Patient intake forms are stored encrypted at rest, access-logged per practitioner view, and structured to meet GDPR Article 9 requirements for special category health data. Patients can export or delete their data from their account settings.
A clinical-context dashboard showing the day's schedule, incoming patient profiles and intake summaries, and a simple SOAP-format notes interface. Designed for use between patients — minimum tap count, large target areas, readable at a glance.
Appointment confirmation, 48-hour reminder, and post-appointment follow-up emails sent from a single branded address regardless of which clinic the patient has booked. Consistent tone and formatting across all six locations.
Outcome
Patient re-booking rates across locations improved after launch, which the clinical directors attributed to patients feeling recognised when booking at a different clinic rather than being treated as unknown. Intake form completion rates improved significantly versus the previous system, where forms were sent as PDF attachments and often not returned before the appointment. The cross-clinic notes system was adopted by practitioners within the first two weeks without formal training, which the client noted was a change from their previous CRM rollout which had required several training sessions and still achieved only partial adoption.
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