CarePath Clinic · 2024
Patient portal clinicians would actually recommend
Appointments, records requests, and messaging for a multi-location clinic — designed around the front desk, not a brochure.
- fewer phone tickets
- 44%
- patient CSAT
- 4.8/5
- clinic-wide rollout
- 12 wks
CarePath did not need a health-system platform. They needed appointments, messages, and records requests that a 70-year-old patient and a busy nurse could both finish.
We prototyped the three highest-volume calls, then built only those — plus the admin to manage them. Scope stayed small on purpose.
Access control and exportable logs were in v1. Retrofitting that later is how projects stall.
Challenge. Patients called for everything. The existing portal was a vendor skin that staff refused to mention.
Solution. We rebuilt the patient-facing flows and a slim staff console, with role-based access and an audit log the clinic manager could export.