Checkmate Health
A booking-first healthcare platform that removed the phone queue
Self-serve appointment booking
Fewer inbound scheduling calls
vs. the three months before launch
Increase in completed online bookings
01 — Context
Where the client was
A multi-service healthcare provider whose entire intake ran through a phone line staffed during clinic hours. Demand existed outside those hours; the business simply couldn't see or capture it.
02 — Problem
The problem, commercial and technical
Patients could only book by phone during clinic hours, creating drop-off, admin overhead, and no visibility into demand across services.
Booking is the easy part. The hard part was modelling real clinical availability — practitioner calendars, room constraints, service durations, and preparation gaps — accurately enough that self-serve bookings never produced a slot the clinic couldn't honour.
03 — Approach
What we did
- Redesigned the service discovery journey around specialty, location, and availability
- Built self-serve appointment scheduling with reminders and rescheduling
- Published treatment and wellness education pages to answer pre-booking questions
- Implemented privacy-first communication and consent handling
Key decisions and trade-offs
Availability as the source of truth
Rather than syncing a booking widget to calendars after the fact, availability rules became the system's core model — so a bookable slot is, by construction, a real slot.
Minimum viable patient data
We collect only what is needed to hold the appointment, with consent captured explicitly. Less sensitive data stored means a materially smaller risk surface.
Education before booking
Publishing treatment content answered the questions that previously arrived as phone calls, which cut inbound volume as much as the booking flow itself.
05 — What we run today
After go-live
We run the platform's hosting, monitoring, and security patching, and ship scheduling and content improvements on a support retainer.
Technology
Industry
Healthcare
Engagement
Delivered by a dedicated senior squad. See engagement models.
Book a technical scoping callTell us the problem. We'll come back with a scope, timeline, and price.
A 45-minute call with an engineer, not a sales deck. You'll get honest feedback on approach, effort, and fit within one business day.