Integrated care
Mental healthcare digitalization
From care to wellbeing: a digital client journey in mental healthcare
How a mental healthcare organization empowered clients and reduced clinician workload through digital client journeys — without additional FTEs.
Case study
5 min read
Situation
The challenge
A mental healthcare organization with over 500 clients faced major challenges in delivering high-quality, personalized care. The clinical team spent a disproportionate amount of time on administrative tasks, while demand for care continued to rise.
- 40% administrative time — clinicians spent nearly half their day on registration and documentation
- High no-show rates — clients missed appointments due to lack of reminders and self-management
- Limited client insight — fragmented view due to multiple disconnected systems
- Multiple disconnected systems — no integrated overview, duplicate registrations
Approach
The solution
Through the CareHub ecosystem, we implemented digital client journeys that enabled the mental healthcare organization to deliver care in a smarter, more personalized, and more efficient way.
Automated intake
Digital intake forms that are automatically processed and linked to the treatment plan.
Digital questionnaires
ROM questionnaires and measurement instruments that clients complete independently via the portal.
Client portal with self-management
Clients manage their appointments, insights, and treatment progress through a personal portal.
Integrated treatment plan
All information consolidated in the EHR: one complete client overview for the clinical team.
Impact
The results
The implementation of digital client journeys led to measurable improvements across the board: fewer no-shows, less administration, and higher client satisfaction.
35%
Fewer no-shows
40%
Less administrative time for clinicians
89%
Client satisfaction
Greater client control over their own care process
“Thanks to the digital client journey, our clinicians finally have more time for what truly matters: the client. The administrative burden has been significantly reduced, and clients feel more engaged in their own treatment.”
Implementation
From plan to practice
The digital client journey was rolled out in four phases, with continuous feedback from clinicians and clients.
1
Week 1-3: Analysis & design
Mapped existing client processes. Identified bottlenecks in intake, ROM administration, and appointment management. Designed the digital client journey together with the clinical team.
2
Week 4-6: Configuration & integration
Set up the client portal with a personal dashboard. Digitized ROM questionnaires. Established the connection with the EHR via FHIR standards.
3
Week 7-9: Pilot with two teams
Two clinical teams tested the digital client journey with 80 clients. Weekly evaluations led to adjustments in the notification flow and questionnaire sequence.
4
Week 10-12: Organization-wide rollout
All clinical teams connected. Training for 45 staff members. Clients received personalized onboarding to the portal.
Three lessons for practice
Involve clients from day one
Clients who co-decided on the interface and workflow had 2× higher adoption than clients who had the system “imposed” on them.
Start small, scale fast
The pilot with two teams provided room to learn without organization-wide risks. After proven results, rollout followed in three weeks.
Measure to manage
By monitoring ROM scores, no-show percentages, and administrative time on a weekly basis, we could adjust course immediately and demonstrate the impact to management.
Explore our other cases
Discover more examples of digital care transformation with the CareHub ecosystem.
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