Multi-Branch Healthcare Clinic Group

The Challenge

Six clinics each ran their own appointment register — two on paper, four in separate spreadsheets — so a patient who moved between branches was re-registered from scratch and their history stayed at the branch where it was created. No-shows ran high because reminders depended on a receptionist finding time to call. Billing was written up at the desk and typed into accounting days later, which meant daily collections could not be matched to the visits that produced them without someone reconstructing the day from memory.

Zoho Products Used

The Solution

Built a Zoho Creator application holding one patient record shared across all six branches, with appointment scheduling per doctor and per room, visit notes attached to the patient rather than the branch, and role-based access so front-desk staff see scheduling while clinicians see clinical history. Automated SMS and email reminders fire on a schedule ahead of each appointment and on a no-show. Billing raised at the desk posts straight to Zoho Books, so daily collections reconcile against visits the same day, and Zoho Analytics reports utilisation per doctor, per room, and per branch.

1
Phase 1
2 weeks
Branch process and compliance review
Visited every branch to record how appointments, walk-ins, and billing actually worked, and established what patient data could be shared across branches, who should see clinical notes, and what had to be retained.
What came out of it
• Per-branch process map covering appointments, walk-ins, and billing
• Access model separating front-desk, clinical, and finance roles
• Data retention and consent requirements
2
Phase 2
2 weeks
Patient and appointment data model
Designed one patient record usable at any branch, with de-duplication on phone number and date of birth, and an appointment model that respects doctor schedules, room availability, and branch operating hours at once.
What came out of it
• Unified patient schema with de-duplication rules
• Appointment model spanning doctor, room, and branch availability
3
Phase 3
4 weeks
Creator application build
Built the front-desk booking screens, the clinician visit view, and the billing screen as one Creator application, deliberately shaped around what a receptionist does in the thirty seconds a patient is standing at the desk.
What came out of it
• Booking, rescheduling, and walk-in screens
• Clinician visit and history view with role-based access
• Desk billing screen with payment capture
4
Phase 4
1 week
Reminders and no-show recovery
Automated the reminder sequence ahead of each appointment and the follow-up after a missed one, with per-branch quiet hours so patients are not messaged outside sensible times.
What came out of it
• Scheduled SMS and email reminder sequence
• No-show follow-up and rebooking prompts
5
Phase 5
2 weeks
Zoho Books billing integration
Connected desk billing to Zoho Books so each visit's charge posts as it happens, and daily collections reconcile against the visits that produced them without anyone reconstructing the day.
What came out of it
• Visit-to-invoice posting into Zoho Books
• Daily collection reconciliation by branch
6
Phase 6
1 week
Branch-by-branch rollout
Went live one branch at a time, starting with the smallest, carrying forward the fixes from each rollout into the next so the largest branch went last with the most-tested build.
What came out of it
• Staggered six-branch go-live
• Front-desk quick-reference guides
• Utilisation dashboards per doctor, room, and branch

Before and After

Business Results

• One shared patient record across all six branches
• No-shows down sharply once automated reminders replaced manual calls
• Same-day reconciliation of collections against visits, per branch
• Doctor and room utilisation visible to management for the first time