Patient CRM & appointment management system

The challenge

A multi-location clinic group had each branch running on separate systems, with no shared patient records and appointment booking done entirely over the phone. Staff at each location had no visibility into other branches, leading to duplicated patient records and scheduling conflicts.

No-show rates were high because there were no automated reminders. Admin staff spent significant time on manual phone-based scheduling that could have been automated.

The solution

We built a centralised patient management system with:

• Cross-location appointment scheduling with unified availability management
• Integrated billing and PayNow payments at point of booking
• Automated SMS and email reminders via Twilio, triggered 24 hours before appointments
• Patient history and records accessible across all 3 locations
• Staff management portal with role-based access per clinic
• Reporting dashboard showing no-show rates, revenue, and appointment volume per location

The outcome

Patient no-show rates dropped significantly after automated reminders were activated. Admin staff were reduced by one headcount as manual phone booking was replaced. All 3 clinics now operate from a single source of truth.

"We finally have one place where everything lives. Patients notice the difference — they always get their reminders on time."

— Client, Healthcare Clinic Group