The challenge
Three clinics were taking every appointment by phone. Reception was overwhelmed at peak hours, roughly one in five calls went unanswered, and there was no record of how many patients gave up and went elsewhere. The existing website was a five-page brochure with a PDF price list.
What we did
- Mapped the actual booking journey with reception staff before designing anything
- Built a slot-based booking system reading live availability per doctor and per branch
- Added automated SMS and WhatsApp confirmations with one-tap rescheduling
- Created a patient area for history, reports and repeat bookings
- Rebuilt the site around the six treatments that generate most revenue
The result
Appointment bookings up 2.4× in the first quarter after launch. The figures below are measured against the three months before launch, using the client's own analytics rather than ours.
2.4×
Appointment bookings
-63%
Inbound call volume
1.2s
Load time
4.8★
Patient rating
”
They rebuilt our booking site and the enquiry volume doubled in the first month. What impressed me most was the honesty — they talked us out of two features we did not need and saved us money.
RM
Rajesh MalhotraDirector, Medvantage Clinics
