Case Study · Healthcare 4 months Perth, WA

Patient Portal for a Multi-Clinic Healthcare Network

Secure patient portal across three clinic locations. Online bookings, results delivery, referral tracking and Medicare-compliant data handling.

Custom Software DevelopmentPortal Development
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Client Context

Multi-location GP and allied health network

A healthcare network operating three clinic locations across Perth. GP consultations, pathology, allied health and specialist referral management, all running on a shared practice management system (Best Practice) with no patient-facing digital layer.

Patients booked by phone, received results by phone or in-person visit, and had no visibility into their referral status. The reception team was drowning in phone calls, particularly for appointment bookings, result enquiries and referral follow-ups.

The Challenge

What needed to change

Phone-based everything. Patients had to call to book, call to check results, and call again to chase referrals. The reception team across 3 clinics answered an estimated 300+ calls per day, most for tasks that should have been self-service.

No patient self-service. There was no way for patients to manage their own bookings, view their results, or check the status of a referral. Everything required staff involvement.

Medicare compliance. Any patient-facing system had to handle health data correctly: encrypted storage, audit trails, consent management and alignment with Australian Privacy Principles. Integration with the practice management system had to maintain data integrity.

The Solution

What we built

A secure patient portal connected to the practice management system. Online bookings, results delivery, referral tracking and messaging, all Medicare-compliant.

Online Booking

Patients book appointments online across all 3 clinic locations. Real-time availability from the practice management system. Automated reminders via SMS and email reduce no-shows.

Results Delivery

Pathology and radiology results delivered securely through the portal. Patients receive a notification when results are available. Doctor annotations and follow-up instructions attached.

Referral Tracking

Patients see the status of their specialist referrals: sent, received, appointment booked. Reduces "where is my referral?" phone calls by giving patients visibility.

Secure Messaging

Two-way messaging between patients and their care team for non-urgent queries. Messages stored against the patient record in the practice management system.

Built with:
ReactTypeScriptNode.jsPostgreSQLBest Practice APIAWSAuth0
In Practice

How it works

1

Patient logs into the portal

Secure authentication via email and SMS verification. Identity linked to their record in the practice management system.

2

Books an appointment

Selects clinic, practitioner and time slot from real-time availability. Receives confirmation and automated SMS reminder.

3

Views results when ready

Receives a notification when results are available. Logs in to view results with any doctor annotations or follow-up instructions.

4

Tracks referral progress

Sees the current status of specialist referrals. No need to call the clinic to ask whether the referral has been sent or received.

5

Messages the care team

Sends non-urgent questions through secure messaging. Messages attach to the patient record automatically.

Results

Measurable outcomes

40% Reduction in inbound phone calls
3 Clinic locations connected to one portal
12,000+ Active patient accounts
28% Reduction in appointment no-shows
90% Patient satisfaction rating
65% Of bookings now made online

Our phones used to ring non-stop. Now patients book online, check their results in the portal, and only call when they genuinely need to speak to someone. It has changed how our team operates.

Practice Manager Healthcare Network
Delivery

How we delivered it

1

Requirements & Compliance

2 weeks

Worked with the practice manager and IT lead to define portal features, integration requirements and compliance obligations. Mapped Medicare data handling requirements and Australian Privacy Principles.

2

Integration & Backend

6 weeks

Built secure integration layer with Best Practice. Developed the booking engine, results delivery pipeline and referral tracking system. Established encrypted data storage and audit logging.

3

Portal Frontend

5 weeks

Built the patient-facing portal: responsive web app with booking, results, referrals and messaging. Focus on simplicity for an older demographic.

4

Testing & Pilot

4 weeks

Security audit and penetration testing. Pilot with 500 patients at one clinic for 4 weeks. Refined UX based on patient feedback before rolling out to all 3 locations.

Meet the person

The person behind the work

Your project, handled by the founder from start to end.

HELLO PEOPLE designs, builds and looks after AI, software, app and data solutions for Australian businesses, with senior expertise on every project and a scope agreed before work starts. For software, that means starting with how your business runs, not with the code.

Since 2007, HELLO PEOPLE has delivered more than 100 projects from Perth for small and medium businesses across Australia: custom software and apps, system integrations, data migrations, reporting and dashboards, and AI that works inside the systems a business already runs.

I lead every engagement myself. I trained in accounting before moving into IT, hold accounting and IT professional qualifications and an MBA, and bring more than 20 years of experience across sales, service delivery, inventory and compliance. I am also a PhD candidate in AI at Curtin University, researching retrieval-augmented generation (RAG), so the technology is always judged by what it does for the business.

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Similar Project?

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