Healthcare
Digital Transformation
Cutting patient wait times across a regional clinic network
Client
Brightline Clinics
−42%
average patient wait time
+18%
patients seen per day
6 months
Engagement length
Project details
Client
Brightline Clinics
Industry
Healthcare
Service
Digital Transformation
Duration
6 months
A network of 14 clinics was losing patients to long waits. We redesigned scheduling and connected two disconnected systems so front desks could see the whole day at a glance.
01
The challenge
Patients were waiting over an hour for routine appointments. Each clinic booked differently, the scheduling and records systems didn’t talk to each other and staff spent hours on the phone confirming slots.
02
Our approach
We shadowed front desks at four clinics, standardized appointment types and introduced a shared scheduling view. A small integration removed double entry, and a simple daily capacity check helped managers rebalance staff before queues formed.
03
The results
Average wait time cut by 42%
18% more patients seen per day with the same staff
No-shows down 27% after automated reminders
Front desk phone time reduced by a third
Our patients noticed the difference within a month. Our staff noticed it within a week.
Dr. Priya Raman
Medical Director, Brightline Clinics
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