Reception got their day back. Staff went from processing calls to actually helping the people in front of them, and patients stopped feeling like they needed permission to access their own records.
Mediq clinics were drowning in phone calls for things the portal already did — appointment times, results, repeat prescriptions. Patients could not find any of it, so they called, and reception spent its day reading a screen aloud.
We rebuilt the portal around the four things patients actually come for, made it work properly on a phone, and added plain-language explanations to results so a normal person could read them without ringing to ask what a number meant.
Reception got their day back. Staff went from processing calls to actually helping the people in front of them, and patients stopped feeling like they needed permission to access their own records.
A portal that existed on paper while every real interaction still happened by phone.
A portal patients actually use, and a front desk that finally has time to do its job.
-40% inbound support calls
68% of appointments now self-served
Portal usage on mobile up 4×
Average reception call handling time halved
Tell us what you are working on and we will show you how we would approach it.