Mental healthcare
Hybrid care & automation
24/7 digital care without additional FTEs
How a healthcare organization achieved 24/7 digital accessibility with client portals and workflow automation — up to 60% less administrative burden, without additional staff.
Case study
5 min read
Situation
The challenge
A growing healthcare organization was under pressure: client numbers were steadily increasing, but there was no budget for additional FTEs. Phone-based communication was overloaded and administrative tasks were consuming an ever-greater share of direct care time.
- Growing client numbers — 30% more clients expected, but no budget for additional staff
- Overloaded phone traffic — clients had difficulty reaching the organization, especially outside office hours
- High administrative burden — reporting, scheduling, and registration consumed a disproportionate share of working hours
- Limited accessibility — no digital channels for client communication outside working hours
Approach
The solution
Through the CareHub ecosystem, we implemented client portals, automated triage, digital intake, and workflow automation for reporting and scheduling — enabling the organization to do more with the same team.
Client portals
24/7 accessible portals where clients manage appointments, send messages, and complete forms.
Automated triage
Intelligent triage that automatically classifies incoming requests and routes them to the appropriate staff member.
Digital intake
A fully digital intake process that clients complete independently, including automatic processing.
Workflow automation
Automated reporting, scheduling, and registration that replaces manual work and prevents errors.
Impact
The results
The combination of digital portals and workflow automation delivered impressive results: drastically less administration, 24/7 accessibility, and growth without additional staff.
60%
Less administrative burden
24/7
Digital accessibility for clients
0
Additional FTEs needed despite 30% growth
92%
Client satisfaction with the digital portal
Timeline
From plan to practice in 12 weeks
1
Week 1-2: Analysis & design
Inventory of existing systems, client processes, and pain points. Design of the digital architecture and integration points with the EHR.
2
Week 3-6: Configuration & integration
Configure the client portal, set up automated triage, establish FHIR integrations with the EHR. Automate workflows for reporting and scheduling.
3
Week 7-9: Pilot & training
Pilot with one team, staff training, preparation of client communications. Adjustments based on feedback from practice.
4
Week 10-12: Rollout & optimization
Organization-wide rollout, monitoring of KPIs (response time, administration time, client satisfaction). Continuous optimization based on data.
Insights
Lessons from practice
“The difference isn’t in the technology itself, but in how you implement it. By starting small with one team and only scaling after proven results, we had buy-in across the entire organization.”
— Digital transformation project lead
Start with the pain points
Focus first on the process causing the most frustration (in this case: phone accessibility). Quick visible results create buy-in.
Involve clients early
The high client satisfaction (92%) came from involving clients in the portal design during the pilot phase. They co-determined the functionality.
If you can measure it, you can manage it
By tracking KPIs from day one (administration time, response time, satisfaction), we could objectively demonstrate that the investment paid for itself.
Explore our other cases
Discover more examples of digital care transformation with the CareHub ecosystem.
Would you like to achieve similar results?
Discover how the CareHub ecosystem can help your healthcare organization achieve 24/7 accessibility without additional FTEs. Contact us for a no-obligation consultation.
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