Patient Intake: 35 Minutes to 3 Minutes. 2× Patient Capacity. Zero Additional Headcount.

New patients completed paper forms in reception, which were then manually entered into the EHR system by admin staff. Transcription errors created downstream billing failures and clinical discrepancies. Three full-time admin positions were predominantly occupied with this task across the six sites. Result: 3 FTE equivalent consumed by data entry alone.

Appointment reminders were made by phone calls from individual receptionists — inconsistently, and only when time allowed. No SMS, no email sequence, no ability to rebook instantly when a cancellation came in. Each no-show slot represented an average of £185 in lost clinical revenue. Result: ~£680k in lost clinical revenue annually.

GP referrals arrived by fax and email, were manually triaged by clinic managers, matched to available specialists, and coordinated via phone. The 4.1-day average turnaround was significantly above patient expectations and led to referral leakage to competitor clinics. Result: Estimated 18% referral leakage to competitor providers.

Annual recall campaign sent to all patients due for screenings or annual reviews — a single undifferentiated email to the entire list. No personalisation by health condition, no optimal timing, no follow-up sequence. 8% response rate against a potential 35–40% if contacted appropriately. Result: Over 5,000 patients per year missing preventive care triggers.