Problem
What was happening
Reminders were phone calls made by reception when there was time, which meant they were inconsistent. Patients frequently called to ask about location, parking, preparation and what to bring. Each cancellation left a gap that was rarely refilled.
Automation
What we built
- 01
Booking confirmations sent on WhatsApp with preparation notes and directions.
- 02
Reminders sent the day before and two hours before, with a one-tap reschedule option.
- 03
Cancelled slots offered automatically to patients on a waiting list.
- 04
A WhatsApp assistant answering administrative questions from approved clinic information, with clinical questions routed to staff.
- 01
Appointment Booked
Practice system
- 02
Confirmation
With preparation notes
- 03
Reminders
24h and 2h
- 04
Cancellation
Slot offered to waitlist
- 05
Record Updated
Attendance captured
Result
What changed
- Reminders go out consistently for every appointment.
- Cancelled slots are offered to waiting patients without staff involvement.
- Reception spends less time on the phone and more with patients in the clinic.
- Patients arrive prepared with the right documents.
