Case study · Healthcare
Patients book online, diaries stay in sync
Clinic groups lose bookings to competitors who let patients book online. This is how we built a booking platform with real-time availability from the practice system, deposits, reminders and a patient experience that works on any device.
Project overview
Online booking with live diary integration.
- Industry
- Healthcare
- Client
- Confidential
- Solution
- Online booking
- Platform
- Responsive web
- Timeline
- 10–16 weeks
- Team
- 5 people
- Integration
- Practice management system
- Payments
- Deposits and prepayment
- Accessibility
- WCAG 2.2 AA
Expected business outcomes
What the client set out to achieve
Online share of bookings and no-shows are the measures.
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30–50%
Of bookings made online
Patients book outside opening hours.
Target range after launch and promotion
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15–30%
Fewer no-shows with deposits
Deposits and reminders reduce missed appointments.
Target range for services requiring deposits
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Live
Availability
Slots from the practice system, so no double bookings.
Where integration is real time
Business challenges
Where the client started
Booking happens by phone during opening hours.
Booking
Phone only, during clinic hours.
Availability
Patients can't see free slots.
No-shows
No deposits for high-value appointments.
Reminders
Manual calls the day before.
Competition
Competitors take bookings at 10pm.
Proposed solution
What the platform covers
A fast booking flow backed by live diary data.
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Service search
Search by treatment, clinic, clinician and date.
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Live availability
Real-time slots from the practice system.
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Deposits
Deposits or full payment for selected services.
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Reminders
Email and SMS reminders with self-service rescheduling.
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Intake forms
Pre-appointment forms completed online.
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Booking analytics
Conversion and demand by service and clinic.
Project requirements
What the client asked us for
The request was online booking. Accuracy is everything: availability must come live from the practice system so online and phone bookings never clash.
The booking flow is designed for mobile, where most patients book.
What the project had to deliver
- 01Real-time availability
- 02Mobile-first booking
- 03Deposits where needed
- 04Automatic reminders
Key challenges & considerations
What made it harder, and what we did
-
Practice system integration limits
What we did
Availability was read in real time as far as the practice system allowed.
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Complex appointment types
What we did
Appointment types were configured with their own rules and durations.
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Clinician preferences for booking rules
What we did
Booking rules were configurable per clinician.
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Health data regulations
What we did
Health data was handled under the applicable regulations, with access recorded.
What we watched for
- Integrate availability in real time
- Design for mobile first
- Keep booking rules configurable
- Launch in pilot clinics
Development process
Integration first
Live availability is proven before launch.
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Booking rules
Appointment types and rules agreed per clinic.
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Integration
Practice system availability and booking sync.
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Booking flow
Search, booking and payments built.
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Pilot clinics
Online booking launched at pilot clinics.
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Rollout
All clinics with marketing support.
Technology stack
Booking platform with live integration
Built for accuracy and speed.
Front end
- React or Next.js
- TypeScript
- Accessible design system
Back end
- Node.js or .NET
- PostgreSQL or SQL Server
- REST / GraphQL APIs
Cloud
- Azure or AWS
- Managed databases
- CDN
Quality
- Automated tests
- CI/CD
- Monitoring and alerts
Quality assurance & deployment
Tested every sprint, released without drama
Testing ran alongside the build, not after it. Every feature was checked against its acceptance criteria in the sprint it was built in, and releases went through an automated pipeline.
- Automated unit and API tests, run on every change
- Code review by a second engineer before anything was merged
- Feature testing against written acceptance criteria
- Cross-browser and responsive checks on the agreed devices
- Security checks on access, sessions and data handling
Deployment
- 01Pilot clinicsOnline booking launched at pilot clinics.
- 02RolloutAll clinics with marketing support.
- 03Automated release pipelineThe same build moved from staging to production, with a tested rollback.
- 04Monitoring and warrantyError and uptime monitoring from day one, and six months of free bug fixing.
Final deliverables
Bookings that happen while you sleep
Patients book online at any time with live availability, pay deposits where needed and receive reminders, and clinic diaries stay in sync.
Reception teams spend less time on the phone.
- 24/7 online booking
- Live availability
- Deposits
- Reminders and rescheduling
Handed over to the client
- 01Production applicationDeployed and monitored
- 02Source codeIn a repository the client can access
- 03Technical documentationArchitecture, setup and deployment
- 04Test suite and pipelineSo later changes stay safe
- 05Six-month warrantyFree bug fixing after delivery
Success metrics
How success is measured
| Measure | Outcome | How it is measured |
|---|---|---|
| Of bookings made online | 30–50% | Target range after launch and promotion |
| Fewer no-shows with deposits | 15–30% | Target range for services requiring deposits |
| Availability | Live | Where integration is real time |
Verified reviews
What clients say about our web development work
Verified reviews from our clients on the same kind of work, published on Clutch.
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Web Development
Custom Web Development for a Software Solutions Company
We can rely on them to handle almost any task with confidence, as they consistently deliver good results.
Casper Hougaard Jensen
CEO & Co-Founder, Iterator IT Jul 2021 – Sep 2022
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Web Development
Web & Mobile App Development for a Software Development Company
They efficiently organized tasks and deliverables while promptly addressing questions.
Damien Retzinger
Founder, Graycore Jun 2021 – Feb 2023
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Web Development
Website Development for a Software Engineering Company
They have a broad understanding of different technologies.
Eugene Bosikov CEO, Ezibeline LLC Mar 2022 – Ongoing Verified review on Clutch (Eugene Bosikov, opens in a new tab)
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