The brief

Patients at Northgate arrived twenty minutes early to fill in the same details they had given last time. Reception typed every form into the system a second time.

The route we took

We tested with patients in the waiting room, including older patients who had never used the clinic app. Each step asks one thing, saves as you go, and can be finished from home or at the desk.

What changed

Average intake time dropped to four minutes. Reception no longer retypes forms, and the clinic reports fewer missed appointments because reminders now come from the same flow.