A patient portal that cut front-desk phone calls

Front-desk staff spent most of the day answering calls about bookings, rescheduling and test results. Patients found the existing website confusing and hard to use on a phone.

Any solution had to meet strict privacy requirements and be accessible to older users.

We ran research with patients and staff, then designed a clear, accessible portal with large touch targets and plain language. Booking connects directly to the clinic's scheduling system.

Security was designed in from the start: encrypted storage, role-based access, audit logs and multi-factor sign-in.