Scaling a complex booking system across 80+ clinics.
CNWL needed a booking system to support a wide-reaching sexual health service across multiple London boroughs. Clinics varied in size, staffing, and local demand, and many offered different appointment types across the week.
After initially awarding a tender to another provider, the Trust realised that the system couldn’t handle their requirements. MIKKOM was approached to step in at short notice.
We implemented Mikkom Core Booking across 25 clinics in just two weeks, with configurations tailored to each service. Over time, the system has expanded to support more than 80 clinics. Most are now managed directly by service teams without needing technical input from MIKKOM.
What made the difference
- ● Ability to configure by clinic, service type, and location
- ● Open-access booking with no patient login required
- ● Self-management features that reduce support requests
- ● SMS, email, and WhatsApp communications built in
Outcomes
- ● More than tripled clinic coverage
- ● Faster setup of new clinics
- ● Reduced admin burden for central teams
- ● Fewer missed appointments across the service
