2026 — Health services provider
A triage and booking front door that cut phone volume
Inbound calls down 42% while online bookings rose 58%, with no increase in inappropriate presentations.
Source: projects.m3ca.com — verified 15 September 2026
-42%
inbound calls
+58%
online bookings
AA
accessibility standard
Context, work and result
01
The brief
The provider's phone line absorbed every question, from repeat prescriptions to genuine urgent need. A previous online form had been abandoned because it routed patients into dead ends with no confirmation of what happened next.
02
What we did
We designed a triage front door that asks the smallest number of questions needed to route a patient, then always ends in a definite next step: a booked slot, a call-back window or a clear instruction to seek urgent care. The interface was built to WCAG 2.2 AA with clinician-reviewed content, and every routing decision is measured so the rules can be tuned monthly.
03
What happened
Inbound call volume fell 42% within two months while online bookings rose 58%. Clinical review found no increase in inappropriate presentations, and the call-back queue is now measured in minutes rather than hours.
2026 — Health services provider
A triage and booking front door that cut phone volume
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