Making patient programmes visible

Before bringing in more patients, make the current work visible.

The engagement started as a broader review of the business, growth and service.

Workshops and workflow mapping surfaced a more immediate problem: staff had no shared view of where each patient was in their programme, what needed to happen next or who owned the follow-up.

The service lived in people’s heads.

A patient programme could span a clinical recommendation, proposal, agreement, payment, several clinical cases, appointments, credits, practitioner handovers, reviews and maintenance.

Experienced staff kept it moving through memory, manual checks and verbal handovers.

I mapped the service across roles to expose the gaps that were hard to see from any one person’s point of view.

Start with something people could use tomorrow.

Rather than replace the clinic’s systems immediately, I built a simple Active Patient Tracker showing programme status, payment and credits, follow-up, next action and owner.

I tested it with staff using real workflows, refined it and handed it over.

The clinic kept using and developing it after the engagement.

What changed

The owners gained a clearer view of what was happening across the clinic.

Staff had a practical way to see follow-ups and responsibilities, and the workflow research gave the business a better basis for evaluating systems such as Cliniko and Splose.

The tracker stayed in use after the engagement.