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.
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.
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.
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.
How it works
Patient logs into the portal
Secure authentication via email and SMS verification. Identity linked to their record in the practice management system.
Books an appointment
Selects clinic, practitioner and time slot from real-time availability. Receives confirmation and automated SMS reminder.
Views results when ready
Receives a notification when results are available. Logs in to view results with any doctor annotations or follow-up instructions.
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.
Messages the care team
Sends non-urgent questions through secure messaging. Messages attach to the patient record automatically.
Measurable outcomes
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.
How we delivered it
Requirements & Compliance
2 weeksWorked 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.
Integration & Backend
6 weeksBuilt secure integration layer with Best Practice. Developed the booking engine, results delivery pipeline and referral tracking system. Established encrypted data storage and audit logging.
Portal Frontend
5 weeksBuilt the patient-facing portal — responsive web app with booking, results, referrals and messaging. Focus on simplicity for an older demographic.
Testing & Pilot
4 weeksSecurity 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.
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