Regional Healthcare Clinic Network

Problem

Clinic managers were flying blind on no-shows, room utilisation, and appointment lead time. The EHR could export CSVs but nobody had time to open them, and no-shows were quietly costing the network six figures a year.

Solution

We built an operations dashboard fed nightly from the EHR export, with clear per-clinic benchmarks and a weekly digest emailed to each clinic manager. Reminders and overbooking rules were tuned per location based on the data.

Result

No-show rate dropped from 18% to 12% within one quarter. Room utilisation climbed 9 points. Managers stopped guessing and started running weekly ops standups off the dashboard.

What we actually did

• Normalised appointment status codes across six clinics that each used their own scheme.
• Built a per-clinic scorecard with peer benchmarks, not just network averages.
• Automated a Monday morning email digest to each clinic manager.
• Reviewed with the ops director monthly for the first quarter after handover.