Patients booked by phone, during clinic hours only, and reception spent most of the morning confirming appointments one call at a time. A third of Merren’s list lives west of the city with no reliable connection at home, which ruled out anything web-only. Everything touching records had to clear their existing clinical governance review before a line of it shipped.
The app shipped to both stores in week 16 and passed 60,000 installs inside a year. Missed appointments fell roughly 30% once reminders moved in-app. Reception phone volume dropped far enough that Merren redeployed two staff to patient intake.
Our patients out in Connemara can read their appointment letter with no signal at all. That one detail decided the project.
Shared with Merren Health Group's permission. Reference calls available on request.
