Northpoint Health
A patient portal that cut no-shows by a third
Northpoint recovered roughly $480k a year in lost appointment revenue after launch.
- Patient no-show rate within two quarters
- −34% Patient no-show rate within two quarters
- Annual revenue recovered from filled slots
- $480k Annual revenue recovered from filled slots
- Average patient rating of the new portal
- 4.8★ Average patient rating of the new portal
The challenge
Patients juggled three disconnected tools to book, fill out forms and message their care team. The friction showed up where it hurt most: nearly one in five appointments was a no-show, and every empty chair was unrecoverable revenue and a delayed diagnosis.
Our approach
We mapped the full patient journey with front-desk staff and clinicians before writing a line of code, then prioritized the three moments that drove cancellations: confusing reminders, painful re-entry of intake forms, and no easy way to reschedule.
The solution
We shipped a single HIPAA-conscious portal with one-tap rescheduling, smart reminders, and intake forms that remember returning patients. Senior engineers owned the build end to end, with weekly demos so the clinic was never surprised.
What we delivered
- Unified booking, intake and secure messaging in one portal
- Automated multi-channel reminders with one-tap reschedule
- Returning-patient intake that pre-fills known information
- Role-based access and audit logging for compliance
- Real-time schedule dashboard for front-desk staff
“We expected a nicer-looking system. We got fewer empty chairs and happier patients. The no-show drop paid for the project in the first quarter.”
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