A group running five allied-health clinics had an operations inbox that received everything: referral queries, equipment faults, patient follow-up questions, supplier issues. Two coordinators worked the inbox by memory. Requests were lost often enough that clinic managers had taken to walking requests to the office in person, and nobody could say how many requests were open or how long they took.
The difficulty
The group’s real problem was not volume; it was structure. “Everything arrives everywhere” meant nothing could be measured, so nothing could improve, and the coordinators’ knowledge lived in their heads rather than the organisation. Privacy mattered doubly: patient-adjacent requests demanded careful access discipline, and an inbox shared by 40 staff makes that discipline hard to enforce.
Project snapshot
- SectorAllied Health Group
- Modules deployedInsight Care, Insight Docs, Insight Portal add-on
- Duration11 weeks, including two clinic-site intakes cut over per fortnight
- Written up withClient permission; identifying detail removed
Numbers quoted in this study were measured by the client before and after the change — they are not our estimates. Where a figure could not be measured cleanly, it has been left out rather than rounded flatteringly.
What we changed
We rebuilt intake around Insight Care: one web form per clinic (via the Insight Portal add-on) gathers the request with its category, urgency and site — routing rules then deliver it to the coordinator who handles that work, with SLA timers set per category. Repeat questions moved to a knowledge base seeded during implementation from the coordinators’ own answers, and the portal let clinics check status without phoning. Documented follow-ups attach to the ticket through the Insight Docs integration, with permissions per clinic enforced throughout. The workload report went to the operations manager every Friday from go-live.
The results
- Every request tracked, owned and visible; the walk-in path has declined.
- Repeat-question volume down sharply; the knowledge base answers before a ticket forms.
- Friday workload report replaced guesswork with numbers; staffing now follows the data.
- SLA performance published to clinic managers monthly.
Once the group could see its own queue, workload could be measured. The coordinators’ expertise moved into routing rules and knowledge articles.
If your organisation looks like this one
If requests arrive through several channels, give every request one destination and one owner, then measure the queue for a month. When moving to a desk, move the coordinators’ knowledge with them into routing rules and knowledge articles.
To see how a project like this would run against your own calendar and numbers, ask us for a written quote — Desk migrations begin with one intake form and two routing rules.