Healthcare & Clinics
Brightwell Health +2 clinic days booked per week
A private clinic losing bookings to a phone line nobody answered after 5pm. Online booking now fills the diary overnight.
Project snapshot
- Client
- Brightwell Health
- Market
- Healthcare & Clinics
- Scope
- Web Design, Web Development, Website Care Plan
The challenge
What was going wrong.
Brightwell had three consultants and a waiting list they could not see. Every booking went through a phone line staffed 9 to 5, while 61% of site traffic arrived in the evening. The site also failed to explain what each treatment cost or involved, so most calls were spent on questions the website should have answered.
The digital experience
Care that stays accessible after hours.
A calm, informative experience answers patients’ key questions and turns evening research into confirmed bookings.
The approach
What we did about it.
- 01
Designed a treatment page template that answers cost, duration, recovery and suitability before asking for anything.
- 02
Built an online booking flow tied to real consultant availability, with a callback option for anything that needs triage first.
- 03
Rewrote the clinical copy in plain language with the clinical lead, keeping accuracy while removing the jargon that was creating phone calls.
- 04
Met WCAG AA throughout, as a meaningful share of the patient base is over 65 and using larger text settings.
The result
Measured from the client's own analytics.
- Clinic days booked per week
- +2Clinic days booked per week
- Of bookings now made outside office hours
- 73%Of bookings now made outside office hours
- Inbound "how much does it cost" calls
- −45%Inbound "how much does it cost" calls
- WCAG conformance across all templates
- AAWCAG conformance across all templates
Results are based on client analytics and operational data after launch, compared with the previous website where a baseline was available. Outcomes vary by business, market and traffic quality.
In the client's words
“No jargon, no drift, no surprise invoices. We had a date for launch on day one and they hit it. The new booking flow filled two extra clinic days a week.”
Verified client feedback