Streamlining appointment management, eliminating administrative bottlenecks, and achieving open rates 76% above industry average through smarter, more personalised outreach.
The Challenge
For Outside Clinic, a growing network of specialist clinics, the gap between the patient experience they wanted to deliver and the systems they had to deliver it with was becoming impossible to ignore.
Appointment reminders were outdated and unreliable, contributing to missed bookings that impacted both patients and staff. Administrative teams were buried in manual, paper-driven processes that consumed time better spent on patient care. And without meaningful visibility into campaign performance, there was no reliable way to understand what was working or where to improve. The organisation needed a communications partner that could modernise its operations without adding complexity.
The Solution
“We can identify products that actually resonate with the individual. We’ve never been able to get that level of personalisation before with our old IT systems.”
Head of Process Improvement, Outside Clinic
Partnering with MBA Group, Outside Clinic implemented the Pulse platform to address each of these challenges in a joined-up, practical way. Appointment reminders were transformed through rapid email and SMS journeys with built-in rescheduling capabilities, making it easier for patients to confirm, change, or reschedule without friction. Digital signatures replaced traditional mail-based processes, eliminating the delays and administrative burden that had long frustrated staff. And for the first time, the team gained access to transparent, detailed reporting that gave genuine oversight of communications performance – enabling smarter decisions around resource allocation and campaign planning.
The Impact
The results spoke clearly smarter communications that delivered better patient experiences. Open rates reached 65%, representing a 76% uplift on industry average, while email enquiries increased sixfold and the team reclaimed dozens of hours each month previously lost to manual administration.
Perhaps most tellingly, the platform unlocked a level of personalisation that had simply never been possible before.