Onboarding clinics in six days, not twenty-one

A service-design engagement that rebuilt how a healthcare network brings new clinics onto its platform — across paperwork, people and product.

At a glance

6 days
Median onboarding time: Down from 21; 92%
Clinics live without a call: −70%
Manual data entry

Halcyon grows by partnering with independent clinics. Each new clinic took three weeks of emails, PDFs and phone calls before it could see a single patient on the platform — and one in five gave up along the way.

Mapping the real journey

We shadowed six onboarding cases end to end, from signed contract to first appointment. The official process had five steps. The real one had nineteen, eleven of which were waiting.

01
Sign
E-signature, same day
02
Verify
Licence checks run automatically
03
Set up
Guided, self-serve, 25 minutes
04
Train
Short videos, in context
05
Go live
First booking within a week

Five steps, one owner per step, and nothing that waits on email.

A setup flow that explains itself

The heart of the new service is a guided setup that a clinic manager can finish on their phone. Each step asks for one thing and says why it’s needed.

Mobile setup screen asking for clinic details, step two of four — Step two of the guided setup. Plain language, one task per screen and a visible end point.

Before

Pilot

Rollout

Today

Values in days

Illustrative data. Median calendar days from signed contract to first booking.

What changed behind the scenes

Ownership

Every step now has a named team and a service-level target, reviewed weekly.

Automation

Licence and insurance checks run against public registers instead of a shared inbox.

Feedback

Clinics rate each step; anything under four stars creates a ticket automatically.

6 days
Median onboarding time: 92%
Live without a call: 4.6/5
Clinic satisfaction

Source: Operations dashboard (illustrative)

Sample case study. Client name, figures and details are illustrative and included to demonstrate the template.