Branches migrated
6
Zero days closed
Duplicate intake
Removed
Reminder coverage
Every booking
The challenge
Six branches kept paper files locally, so a patient seen at a second branch effectively started over. Bookings arrived by phone into a paper diary.
Growth had made the model unworkable: no branch could see capacity elsewhere, and no-shows were invisible until the day itself.
Our approach
We refused a single big-bang cutover. Each branch kept operating while we moved one process at a time, starting with booking because it produced visible relief fastest.
Adoption was tracked per branch per process, so we could tell the difference between a rolled-out feature and a used one.
The solution
A shared patient record across all six branches, with access scoped by role and every read and write logged.
Central scheduling with visibility of capacity across branches, plus automated reminders that made no-shows predictable rather than a surprise.
A staged migration path with a rollback plan at each step, so no branch was ever one failure away from being unable to see patients.
The results
A patient's history follows them between branches, which removed the duplicate intake entirely.
No-shows became visible in advance and dropped once reminders were live.
All six branches completed migration without a single day of closed operations.