Verdant Health
A clinic group where missed appointments were costing time, money and patient trust.
Patients were missing appointments because the system made it easy to forget.
Verdant ran twelve clinics and booked thousands of appointments a month. But reminders went out by SMS only, often at the wrong time, and there was no easy way to reschedule without calling the clinic.
No-shows were running at nearly one in five. Each one cost the clinic a slot, and the patient a delay in care.
We gave patients a reason to show up, and a way to tell us if they could not.
We built a simple patient portal where people could see their upcoming appointments, reschedule with two taps, and receive reminders timed to when they were most likely to read them.
Understand the pattern
We analysed no-show data across all twelve clinics.
Design for the patient
A portal that takes thirty seconds, not a phone call.
Smart reminders
Timed and channelled based on patient preference.
Measure and adjust
Clinic by clinic rollout with weekly reviews.
“Our patients finally feel like we respect their time. That changes everything.”