2.4M
Patients served
99.99%
Platform uptime
−46%
Missed appointments
12 mo
To national rollout
The challenge
Care that stopped at the clinic door.
Patients juggled phone lines, paper letters and three portals to manage a single course of treatment. Missed appointments were expensive and, for some conditions, dangerous.
Our approach
Design for the hardest day.
We researched with patients managing long-term conditions and built for their worst day, not the demo. Accessibility, offline support and plain language shaped every screen, with audit trails and consent handled in the platform rather than bolted on.
The results
Scale without losing the person.
The platform now serves 2.4 million patients at four nines of uptime, and missed appointments fell by almost half. Clinicians spend measurably less time on administration and more with patients.
“
They understood the regulation and never used it as an excuse for a worse experience.
Lena Fischer
CMO, Lumen Health