Lo de Fidel - Vet
Web design for appointment and patient management
The problem
Their main issue was the management of appointments and medical records. They were handling these through WhatsApp and email, which required a lot of time and dedication, and the information ended up being scattered.
Additionally, they had expanded their services by adding new specialties to provide more comprehensive care, but many of their clients were only finding out about these during their appointments.
Goals
-> PROMOTING SERVICE OFFERINGS
Display all available services and specialties for pet treatment in one place.
-> FLOOR PLANNING
Access to real-time information on appointments, patients, and professionals, along with individualized appointment calendars for each professional.
-> EFFICIENT APPOINTMENT MANAGEMENT
Allow patients to easily and swiftly request and change appointments without requiring intervention from veterinary staff.
-> ACCESS TO RECORDS
Enable patients to securely and systematically access their own medical records.
The outcome
We developed an institutional website with a dual objective:
- Showcase the variety of services and specialties they offer, highlighting the warmth and professionalism of the staff.
- Automate repetitive tasks, allowing clients to transparently manage their appointments themselves and freeing up staff to focus on patient care.
STORYTELLING
We crafted a website that narrates the story of the veterinary clinic, with focus on the care and quality of the services they provide.
We incorporated photos and the CVs of each professional, accompanied by client testimonials, all of which endorse the quality of care delivered.
PATIENT PORTAL
We unified the two main tools – appointments and medical records – into a single dashboard so that each patient can easily access their history from one place.
APPOINTMENT MANAGEMENT
We introduced an online appointment scheduler where each patient can request, modify, or cancel appointments without the need for intervention from the vet staff.
Additionally, we set up automatic notifications with reminders for each appointment and information to bring to the consultation.
APPOINTMENT CALENDAR
For the veterinary staff, the appointment scheduler translates into a calendar that allows filtering by specialty, professional, and appointment status, providing real-time visibility into the service status.
Additionally, managing specialties, schedules, and professionals allows for the easy and transparent incorporation of vacations and substitutes.
Better time allocation
Reduction of staff dedication to appointment and cancellation management.
Calendar view
Real-time visualization of appointments and service occupancy.
Adaptable
Ease of implementing changes to staff, schedules, and services.
Process
Once the final design was approved, before implementing the online appointment scheduler, it was tested with a small group of clients who provided feedback for further improvement.
From this, it emerged that the envisioned flows were not always met, so we iterated them until we found the final version.
One of the most valuable insights was that there were more frequent clients than new clients, so the flow and screens were modified to prioritize access and management of appointments for recurring patients.
