North Clinic
Booking, records and billing for an eleven-branch clinic network — replacing three disconnected systems.
Services
Business Systems · Booking Engine · Dashboards
Stack
Node.js · React · PostgreSQL · Twilio
What changed
- −52%
- No-show rate
- 31/wk
- Admin hours saved
- 11
- Branches live
The work behind the outcome.
Challenge
North Medical Group ran eleven branches on three systems that did not speak: paper booking diaries, a desktop records application from 2011, and billing in spreadsheets. Patients were double-booked weekly, and no-shows were running at 28%.
Discovery & Strategy
We spent time at four branches watching receptionists work. The paper diary was winning for a reason — it was faster than the software and it never went down. Any replacement had to beat a pen on speed, and keep working when the branch internet did not.
Design
The booking screen was designed around keyboard-first entry with a single search field that matches on name, phone or file number. We designed offline states as a first-class flow rather than an error, so reception staff always know whether they are synced.
Development
A Node.js API with per-branch caching and a local-first booking client that queues writes and reconciles on reconnect. Twilio handles SMS reminders at 48 and 2 hours. Role-based access separates reception, clinical and billing views, with a full audit log on every record touch.
Solution
One system covering booking, patient records, clinical notes and billing across all eleven branches, usable offline, with automated reminders and a management dashboard showing utilisation per branch and per practitioner.
Outcome & Results
No-shows fell 52% within two months of SMS reminders going live. Administrative time dropped by 31 hours a week across the group. All eleven branches were migrated in nine weeks with no loss of patient data.
“The offline mode is the reason it worked. Every other vendor told us to improve our internet. PSTUDIO designed around the internet we actually have.”