Case study · Healthcare
Book, prepare and follow up from one app
Patients expect to book and manage appointments on their phone, and clinics lose time and revenue to no-shows. This is how we built a secure patient app for booking, reminders, forms and messages, integrated with the practice management system.
Project overview
A secure patient app integrated with clinic systems.
- Industry
- Healthcare
- Client
- Confidential
- Solution
- Patient app
- Platforms
- iOS + Android
- Timeline
- 14–20 weeks
- Team
- 5 people
- Integration
- Practice management system
- Security
- Strong authentication, encryption
- Accessibility
- WCAG 2.2 AA
Expected business outcomes
What the client set out to achieve
No-shows and reception workload are the main measures.
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20–40%
Fewer no-shows
Reminders and easy rescheduling in the app.
Target range; depends on current reminder process
-
30–50%
Of bookings made in the app
Patients book without calling reception.
Target range after the app is promoted
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Before
Forms completed before the visit
Pre-visit questionnaires filled in on the phone.
Where forms are required
Business challenges
Where the client started
Booking and communication run through the phone line.
Booking
Phone lines busy at peak times.
Reminders
Basic SMS reminders without a way to reschedule.
Forms
Paper forms completed in the waiting room.
Messages
Questions by phone or insecure email.
No-shows
Empty slots that could have gone to other patients.
Proposed solution
What the app covers
Patient-friendly, accessible and secure.
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Booking
Available slots by clinic, clinician and service.
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Reminders
Reminders with one-tap confirm, cancel or reschedule.
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Pre-visit forms
Questionnaires and consent forms completed in advance.
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Secure messages
Messages with the clinic, kept in the patient record.
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Results and letters
Documents shared securely when clinicians release them.
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Secure access
Strong sign-in, encryption and audit logs.
Project requirements
What the client asked us for
The request was online booking. The app becomes valuable when reminders, rescheduling and forms are included, because that is where no-shows and waiting room time are reduced.
Accessibility is designed in from the start, because patients of all ages and abilities use it.
What the project had to deliver
- 01Booking in a few taps
- 02Easy rescheduling
- 03Forms before the visit
- 04Secure communication
Key challenges & considerations
What made it harder, and what we did
-
Practice systems with limited APIs
What we did
The practice system was integrated as far as its interface allowed.
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Health data regulations
What we did
Health data was encrypted, and access was logged, in line with the regulations.
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Older patients less comfortable with apps
What we did
Large text, simple flows and phone booking were kept for those who preferred them.
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Clinician control over results release
What we did
Clinicians released results, and nothing appeared in the app without their approval.
What we watched for
- Make rescheduling one tap
- Design for accessibility
- Let clinicians control results release
- Keep phone booking for those who need it
Development process
Booking first, then the rest
Each release adds a feature patients notice.
-
Discovery
Patient journeys mapped with reception and clinicians.
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Integration
Practice system integration for slots and records.
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Booking and reminders
First release in app stores.
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Forms and messages
Second release with forms and messaging.
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Results
Results sharing after clinical governance review.
Technology stack
Secure cross-platform healthcare app
Built for privacy and accessibility.
Mobile
- React Native or Flutter
- Native modules where needed
- Offline storage
Backend
- Node.js or .NET API
- Azure or AWS
- Push notifications
Quality
- Automated UI tests
- Crash reporting
- Staged releases
Delivery
- CI/CD to App Store and Google Play
- Feature flags
Quality assurance & deployment
Tested on real devices, in real conditions
Mobile apps fail in the hands of users, not on a developer's desk. Testing covered real devices, poor networks and interrupted sessions before anything went to the stores.
- Automated tests for the app logic and the API
- Testing on real iOS and Android devices across the agreed versions
- Offline, poor-network and interrupted-session scenarios
- Code review on every change
- Store guideline checks during the build, not before submission
Deployment
- 01Forms and messagesSecond release with forms and messaging.
- 02ResultsResults sharing after clinical governance review.
- 03Beta and store releaseA beta group used the app first; store submission followed, with a phased release.
- 04Monitoring and warrantyCrash and performance monitoring from launch, and six months of free bug fixing.
Final deliverables
Patients who manage their own care admin
Patients book, reschedule and prepare for appointments on their phones, and reception spends less time on the phone.
No-shows fall because rescheduling is easier than not turning up.
- Mobile booking
- Actionable reminders
- Pre-visit forms
- Secure messages and results
Handed over to the client
- 01iOS and Android appsPublished in the client's store accounts
- 02Source codeIn a repository the client can access
- 03Backend and adminDeployed and documented
- 04Release processBuild, signing and store submission
- 05Six-month warrantyFree bug fixing after delivery
Success metrics
How success is measured
| Measure | Outcome | How it is measured |
|---|---|---|
| Fewer no-shows | 20–40% | Target range; depends on current reminder process |
| Of bookings made in the app | 30–50% | Target range after the app is promoted |
| Forms completed before the visit | Before | Where forms are required |
Verified reviews
What clients say about our mobile app work
Verified reviews from our clients on the same kind of work, published on Clutch.
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Mobile App Development
Web & Mobile App Development for a Software Company
Their communication skills and industry knowledge have left a strong impression on us.
Alec Wenzowski
President, Button Inc. Jan 2022 – Ongoing
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Mobile App Development
Software & Mobile App Development
They were great people with great work ethic.
Henry Popp
Co-Founder, Codedge LLC Aug 2021 – Jan 2023
-
Mobile App Development
Mobile App Development for an IoT Company
The project manager does an excellent job, and the team is always available during the project.
Arjen Schoneveld
Co-Founder, Dexels BV Jun 2021 – Oct 2022
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