Patient portal for a UK multi-site health network

The challenge

Patients had to call each clinic separately to book appointments or request records. Digital literacy varied widely across the patient base and the system had to meet strict NHS accessibility (WCAG 2.2 AA) and data residency requirements.

Our approach

• 01

  Co-designed with a panel of 30 patients across age and ability ranges.

• 02

  Built an accessibility-first design system from the ground up — audited by an external RNIB reviewer.

• 03

  Integrated with three different EMR backends via HL7/FHIR.

• 04

  Rolled out clinic by clinic with on-site digital champions during the first four weeks.

Outcomes

• 220K

  patients onboarded
• -42%

  inbound call volume
• WCAG 2.2 AA

  compliant
• 4.8/5

  patient rating