Solving Patient Churn & Clinician Burnout

Case Study Highlights

• Client: A busy, practitioner-led wellness clinic.
• Challenge: Highly skilled clinicians were buried in manual admin, the clinic's software was too expensive to upgrade, and patients were silently churning due to a lack of systematic follow-up.
• Key Result: Increased consistent weekly revenue by 33% and gave clinicians back their time with a smart, cost-effective automation engine.

A top-tier wellness clinic delivers its value through expert clinicians. Their time is the clinic's most valuable asset. The clinic manages complex, multi-step "Plans of Care" for each patient, but the administrative work to manage them was creating friction and obscuring a critical business problem.

The Operational Hurdle

The clinic was busy, but they were working in the dark. The process was breaking down.

"We should've followed up with that patient 3 months ago. We never did, because we never knew we needed to."

— Dan, CXO

• Silent Patient Churn: Patients were finishing their initial plans and simply not returning. There was no system to flag who was overdue. In the first analysis, the system identified over 44 patients who were in a "critical" state, having had no contact in months.
• Clinician Admin Burnout: For every new patient, clinicians spent valuable, non-billable time manually creating 10-20 tasks in Asana. There were errors, duplicates, and omissions.
• Prohibitive Software Costs: The clinic's project management tool, Asana, couldn't solve the problem on its own. Its native automation was too limited, and upgrading to the required tier was quoted at a prohibitive $5,000 per year for the team. It'd also not integrate with tools like Jane that the clinic relied upon.

Crafting the Solution

Our approach was to build a smart, streamlined engine that worked with their existing tools, focusing on seamless user adoption. The solution had three layers:

1. The Custom Task Engine: First, we bypassed Asana's expensive limits. Using Airtable as a control panel and Make.com as the engine, we built a system of "Plan of Care Templates." A clinician or admin now simply selects a patient and a template, and the entire sequence of tasks is automatically and perfectly created in Asana.
2. The Proactive Retention System: This was the game-changer. We merged their appointment data with the newly automated task data in Airtable to create a simple "Patient Health" dashboard. It automatically flags patients as green (on-track), yellow (at-risk), or red (critical), so the team knows exactly who to call, right on time.
3. The Seamless Bridge (A Minimalist Chrome Extension): To win over the resistant clinicians, we built a friction-free tool. Instead of asking for more clicks, we created a non-obtrusive Chrome extension. It simply adds a single "Open in Asana" button to the patient record screen they already use all day. It was minimal, non-intrusive, and it worked.

Measurable Impact

This wasn't just an efficiency gain; it was a complete shift from a reactive to a proactive model of patient care and business growth.

• 33% Increase in Consistent Weekly Revenue: By systematically identifying and re-engaging the 44+ at-risk patients (and more each week), the clinic's weekly revenue grew from an average of 15,000 to 20,000—a direct result of closing the follow-up gap.
• Standardized, High-Quality Care: The automation ensured every patient received the same gold-standard level of follow-up. Nothing was missed.
• Won Over the Entire Team: The minimalist Chrome extension was a major success. By designing for the busiest user, we created a tool the entire team loved, leading to 100% adoption of the new system.
• Powerful, Cost-Effective Automation: Our custom solution delivered automation far more powerful than the native tools for a fraction of the $5,000/year quoted software cost, proving that smart design beats expensive licenses.

"It was an eye-opener. We were missing so much business simply because we didn't know when to follow up. This system showed us exactly where the opportunities were."

— Dan, CXO

Key Takeaway for Your Business

The best systems are the ones your team will actually use. By focusing on the user experience and removing friction—even for the most resistant users—you can drive adoption that unlocks massive gains in both efficiency and revenue.

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