Results
- of appointments now booked online
- 62%
- missed appointments since reminders launched
- -45%
- median time to complete a booking
- 52s
The challenge
Most of Kinetica's appointments were still booked by phone, tying up reception teams for hours every day. The old online booking asked for 14 fields before showing a single available time, and fewer than one in five patients who started it ever finished.
Our approach
We shadowed reception teams in three clinics and rebuilt the flow around the questions patients already asked on the phone: where, when and with whom. Available times now appear on the first screen, and medical details are collected afterwards, once the slot is secured. Automated reminders and a short preparation guide ease nerves before a first visit and make it easier to reschedule instead of simply not showing up.
The outcome
Online booking became the most common way to book within four months. Reception teams now spend that time with patients in the clinic instead of on the phone.
Patients tell us booking is now the easiest part of their treatment. Our reception teams felt the difference in the very first week.
Anouk Visser
Clinical director, Kinetica Clinics
