Today
The practice looks after the week. She looks after the person on the table.
Healing Waves Wellness is a chiropractic practice in Santa Cruz. It was paying every month for scheduling software that barely connected to anything else in the practice, and it had no real website of its own.
Today the whole schedule sits in one program that connects to everything built on top of it. Reminders, follow up and the daily report run without anyone remembering to do them.
How the work went
The same six steps we follow with every business.
- 1Analyze
We began by learning how the practice ran day to day, and by reading its booking records before anything was moved.
- 2Plan
The plan put first things first: move the whole schedule to new software, then a new website, then follow up that sends itself.
- 3Approve
Reminders and confirmations were switched on in stages, on the owner's schedule. New patient scheduling stayed manual and under her control, because she asked for it that way.
- 4Build
Every future appointment was carried across from Mindbody to Acuity Scheduling and checked against the old records. Appointments were spread across the treatment tables so a day reads correctly at a glance. Packages that could no longer be sold were made sellable again.
- 5Go live
Both programs ran together until the new one was proven right. Nothing was cancelled on the old one until it was certain nothing had been lost. The practice kept seeing patients through the whole move.
Live - 6Improve
Patients are now reminded of their appointments by text and by email. Someone who asks about the new patient offer gets a text with real openings in about twenty minutes, where it used to take days. Between visits, patients hear from the practitioner in short videos. The front desk gets a report each day that the booking software cannot produce by itself.
Still improving