Appointment Portal That Cut Phone Calls by 68% at PrimeCare Clinic
A busy Melbourne medical clinic with 6 doctors was overwhelmed by phone bookings. We built a patient-facing appointment portal with automated reminders — shifting 68% of bookings online and saving the equivalent of a full-time receptionist.
The Challenge
PrimeCare's two receptionists spent most of their day managing appointment calls, leaving patients on hold for 8–12 minutes on average. The manual booking process led to double-bookings and a 22% no-show rate. The practice manager needed something simple enough for elderly patients but powerful enough for the clinical admin team.
Our Solution
We built a patient portal where users select a doctor, view live availability, and book an appointment in under 2 minutes. The backend connects to the clinic's schedule in real time, preventing double-bookings. Automated email and SMS confirmations go out immediately, with a reminder 24 hours before each appointment. The admin panel gives receptionists a live view of the day's schedule, the ability to override bookings, and access to patient history.
Tech Stack
Service
Web Development
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Get in TouchThe Outcomes
68% of appointments now booked online — no phone call needed
No-show rate dropped from 22% to 7%
240 online bookings processed in the first month
Saved equivalent of one full-time receptionist ($52K/year)
“The phone used to ring non-stop. Now our receptionists can actually focus on patients in front of them. The portal is simple enough that even our oldest patients use it without help.”
Dr. Priya Nair
Practice Manager, PrimeCare Clinic
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