How we've helped

Real organizations, real workflows, measurable outcomes.

Midwest Regional Pediatric Network

Improving appointment access and reducing no-shows for families with children

The Challenge

A 15-site pediatric care network saw appointment no-show rates of 18% and significant appointment abandonment. Families found the portal confusing. The provider's staff spent hours on phone follow-ups. Key issue: the appointment system wasn't designed for how families actually schedule—often on mobile, in waiting rooms, after care coordinator calls.

Our Approach

We conducted interviews with 15 families and eight staff members. We observed real scheduling behavior. We discovered that parents needed clearer visit preparation information and confirmation that appointment info would be sent via text. We redesigned the workflow and the interface.

What We Delivered

  • ✓ Redesigned appointment scheduling flow with clearer language and step-by-step guidance
  • ✓ Pre-appointment preparation checklist available for all visit types
  • ✓ SMS appointment confirmations and reminders (with opt-in, bilingual support)
  • ✓ Mobile-optimized interface tested with families
  • ✓ WCAG 2.1 AA accessibility compliance
  • ✓ Staff training and launch support across all 15 sites

28%

Reduction in appointment no-show rate (18% to 12.9%)

34%

Increase in online appointments scheduled vs. phone calls

91%

Family satisfaction with new appointment experience (survey)

"Families now complete their appointment prep online. We're spending less time on phone follow-ups. And families feel more prepared for their visits. This is a real win for everyone."

— Sarah Chen, VP of Patient Access, Midwest Regional Pediatric Network

Pacific Behavioral Health Services

Streamlining referrals and intake across multiple sites and insurance types

The Challenge

A multi-site behavioral health provider with 8 locations was losing referrals in intake. Insurance verification was manual and error-prone. Referral information had to be re-entered multiple times. Staff spent 45+ minutes per intake. Critical workflows weren't documented, leading to inconsistent processes across sites.

Our Approach

We spent two weeks observing intake teams across three sites. We mapped the referral-to-first-appointment pathway. We identified redundant steps, integration gaps, and staff knowledge gaps. We designed a digital intake workflow that automated insurance verification, reduced data re-entry, and created consistent routing.

What We Delivered

  • ✓ Unified referral intake form (web and mobile-accessible)
  • ✓ Automated insurance eligibility verification integration
  • ✓ Intake routing rules based on insurance, location preference, and clinician availability
  • ✓ Staff workflow dashboard for intake review and task management
  • ✓ EHR integration for direct record creation and appointment scheduling
  • ✓ Staff training and change management across 8 sites

67%

Reduction in intake handoff errors and rework

38 min

Reduction in intake processing time (from 45 min to 7 min per intake)

22%

Increase in completed intakes within 24 hours of referral

"The system handles the insurance verification and routing. Our team's time is now spent on actual intake conversations and clinical decision-making. We're retaining more referrals and our staff is less stressed."

— Michael Torres, Clinical Operations Director, Pacific Behavioral Health Services

Eastside County Public Health

Improving multilingual service discovery and mobile access during program expansion

The Challenge

A county public health department was expanding community health services but faced barriers: patients couldn't easily find services, paper-based processes caused delays, and the only online information was in English. The county serves a population that is 62% immigrant, speaking 18 languages. Mobile access was critical—many residents only had phones, not computers.

Our Approach

We conducted 24 interviews across multiple language groups. We attended community meetings. We learned that service discovery, navigation, and follow-up were the main friction points. We designed a mobile-first, multilingual service finder and integrated it with the health department's case management system.

What We Delivered

  • ✓ Mobile-first service directory with search and filter by location, service type, and language
  • ✓ Multilingual interface and content in 12 languages (initial); extensible to more languages
  • ✓ Appointment self-booking with SMS confirmations and reminders (multilingual)
  • ✓ Integration with case management system for referral tracking
  • ✓ Accessibility testing and WCAG 2.1 AA compliance
  • ✓ Community health worker training and multilingual user documentation

183%

Increase in self-scheduled appointments in first 4 months

58%

Of users accessing via mobile devices; 42% mobile-only

12

Languages now supported (expanding to 18 by 2026)

"This tool is helping us reach the families we were missing. People are finding services, booking appointments, and following through. And we're seeing barriers come down for non-English speakers. It's truly made a difference in our community."

— Dr. Keisha Williams, Director of Community Health, Eastside County Public Health

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