Case studiesHealthcare · Harbor View Clinics
A patient portal that cut no-show rates without new headcount
A HIPAA-conscious patient portal and appointment system for a five-location outpatient clinic group.
27%
reduction in appointment no-shows
4,200+
self-service bookings in the first three months
-31%
average front-desk call volume
Case file
The challenge
Harbor View's front desks handled all scheduling by phone, leading to long hold times and a no-show rate above industry norms. Patients had no way to see appointments, request refills, or reschedule outside office hours.
Delivery
Our approach
We designed and built a patient-facing web application for self-scheduling, appointment reminders, and refill requests, integrated with their existing practice management system via a secure API. Front-desk staff got an internal dashboard to manage exceptions instead of every booking. We ran a phased rollout across all five locations over six weeks.
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