US aesthetic clinic

The situation

The clinic ran front desk handling, client onboarding, clinic management and treatment follow-up as four separate manual workflows.

Whether a client was offered a relevant additional treatment depended on which member of staff happened to be on shift. The clinic's best commercial judgment existed, but only in some of its people.

The constraint we found

Offering the right treatment was a process in the hands of the strongest staff and left to chance on every other shift. The same client could leave with a follow-up booked or with nothing, depending on who was working that day.

Because the clinic handles patient information, the system also had to meet HIPAA from the start rather than as a later retrofit.

What we considered and set aside

What was built

1. 01

   Booking and front desk

   Scheduling runs on the same layer as the client record, so the system knows the client at the moment they book.

2. 02

   Onboarding and client records

   One record per client, created at onboarding and used by every workflow after it.

3. 03

   Treatment at the point of booking

   The relevant additional treatment surfaces when the appointment is made, not when someone remembers it.

4. 04

   Follow-up from the record

   Treatment follow-up is driven by the client's record rather than by staff recall.

5. 05

   HIPAA compliance throughout

   Patient data handled to HIPAA requirements in every workflow.

What made the difference

Encoding the clinic's best judgment rather than training for it. What had been the judgment of whoever answered the phone became a property of the system.