Clinics & wellness
Cut booking admin from 6 hrs/week to ~20 minutes at a multi-practitioner clinic
6-practitioner wellness clinic, Vancouver Island
A 6-practitioner clinic had outgrown a generic booking tool that couldn't handle practitioner-specific availability, service-dependent durations, and intake forms tied to specific services. We built a custom booking and intake app that the front desk and clients both prefer.
Anonymized. Real project shape and outcome ranges, identifying details changed to protect client confidentiality.
Headline numbers
What changed
Weekly booking admin
6 hrs → ~20 min
No-show rate
12% → 4%
Phone bookings
~60% → ~15% (the rest self-serve)
Build time
6 weeks to launch
The problem
Where they were stuck
Different practitioners had different services, durations, and intake requirements. The generic tool forced a one-size-fits-all flow.
Front desk re-keyed bookings between the booking tool and the practice management system every morning.
Intake forms went out by email after booking; about a third never came back filled in before the appointment.
No-shows were costing real money and were difficult to track over time.
The approach
What we built and why
- 1
Designed a public booking flow where clients pick a service, see only practitioners who offer it, see only their real availability, and complete the right intake form before they're booked.
- 2
Built a clean front-desk view with the day's schedule, intake status, and a one-click reschedule.
- 3
Wired in SMS reminders 48 hours and 2 hours before each appointment.
- 4
Added a simple no-show tracker so the clinic could see patterns and act on them.
The result
What it actually did
Weekly booking admin dropped from about 6 hours to under 20 minutes.
No-show rate fell from 12% to 4% in the first three months.
Roughly 85% of bookings now self-serve through the new flow — front desk only handles edge cases.
Intake forms come back filled in about 95% of the time because the flow won't let a client book without completing the right one.
Under the hood
What it's built on
Stack & shape
- Public booking app (mobile-first)
- Admin app for front desk and practitioners
- SMS reminders via a Canadian SMS provider
- Daily export to the existing practice management tool