The patient experience
No calls. No clipboard. Not forgotten.
Everything starts with a WhatsApp message.
Follow Thabo through one visit, from his first message to his next check-up six months later. Forms, payments and his visit summary open as secure pages from the chat, so nothing clinical sits in WhatsApp.
No calls
Book, reschedule and cancel by message, on his own time.
No clipboard
Registration and consent offered on his phone before the visit.
Not forgotten
Reminders before every visit, and a recall when he is due, if he has said yes to hearing from you.
He messages the practice and gets an answer straight away.
Thabo saves the practice's number and says hello. The assistant introduces itself, explains how his messages are handled, and lets him choose: carry on with the assistant, or talk to a person. Then it asks for his name, so the practice knows who he is.
- Answers after hours
- A person is one tap away
Illustrative: sample conversation
He picks a time that suits him.
Instead of phone tag, he sees real open times from the practice's diary and taps one. The slot is his the moment he picks it, and nobody else can book it.
- Real open times
- No double-bookings
Illustrative: sample conversation
A confirmation lands straight away.
One short message with the date, time and address, and Reschedule or Cancel a tap away. Later, the menu greets him by name with his next visit, so there is no need to call the front desk.
- Instant confirmation
- Changes from the chat
Illustrative: sample conversation
He registers from the couch and gives his consent.
Once he has been helped, the practice asks once for his agreement to keep his details: I agree, or Later. Then, if it uses a registration form, it sends the link to fill in whenever suits him. It never stands between him and a booking.
- No clipboard
- Consent on record
Illustrative: sample conversation
Reminders, right up to the day.
Messages arrive 7 days, 3 days, 24 hours and 2 hours before his visit. Each one says when it is, and he can reply to reschedule or cancel. Every reply lands in the practice's inbox.
- 7 days · 3 days · 24 hours · 2 hours
- Replies reach the team
Illustrative: sample conversation
His visit summary, kept private.
When his practitioner publishes a visit summary, Thabo gets a short message with a secure link. The message says nothing about his treatment; he opens the summary with a one-time code.
- Nothing clinical in the chat
- Opened with a one-time code
Illustrative: sample conversation
He settles up from his phone.
When the practice sends a payment link, he pays by card or EFT through Paystack in a few taps, and his receipt follows in the chat.
- Secure Paystack checkout
- Receipt sent automatically
Illustrative: sample conversation
He's asked how it went, if the practice switches it on.
A practice can send a short satisfaction survey or a review request after a visit. It goes only to patients who agreed to hear from the practice, and never more than once in 90 days.
- Switched on by the practice
- At most once in 90 days
Illustrative: sample conversation
Six months later, he's asked back.
When his check-up falls due, the practice's recall goes out on WhatsApp, because he said yes to hearing from them. He replies, and booking is as easy as the first time.
- Automatic recall
- Only with his permission
Illustrative: sample conversation
This is what the practice sees.
Every message, booking and payment in Thabo's story lands in one team inbox, one diary and one recall list.
