The Liverpool Clinic relied on manual communication for every stage of the patient journey, including

• appointment confirmations
• post care emails
• review requests
• referral follow ups
• WhatsApp enquiries
• GP and treatment specific instructions

This created several challenges:

1. High administrative workload
   Staff were spending multiple hours per day manually sending emails, reminders, and after care instructions.
2. Inconsistent follow ups
   Review requests and post care emails often depended on who was on shift.
3. Delayed communication
   Patients could wait hours or days to receive essential after care or confirmation details.
4. Fragmented systems
   WhatsApp, email, bookings, and referrals all lived in separate tools with no automation.
5. No unified referral or post care process
   Critical medical instructions needed a reliable, automated delivery system to maintain compliance and patient satisfaction.

The clinic needed a centralised automation layer that guaranteed consistent communication, reduced human error, and improved the patient experience from first contact to final follow up.

Discovery and Research

No-Code District worked with the clinic team to map every stage of the patient journey, from initial WhatsApp contact to final review request. Together we identified key opportunities for automation in

• email workflows
• WhatsApp interactions
• appointment follow up
• post procedure communications
• referral data collection
• review generation on Google

This created a clear pathway for automation that protected patient experience while reducing manual work.

Design and Development

We developed a fully connected system integrating WhatsApp, BREVO, MAKE.com, Cliniko, and new referral forms.

Key components included:

• WhatsApp website widget
• Automated WhatsApp follow ups
• BREVO email templates for all treatment types
• Automated post care email flows
• Automated review request sequence
• Referral form with automated notifications
• Cliniko appointment type creation and reminders
• MAKE.com scenarios to coordinate all workflows

User Flow

1. Website and WhatsApp

• A WhatsApp widget allows users to start conversations immediately
• Users can request contact and the clinic receives structured lead info via automated email

2. Newsletter Signup

• Users sign up on the website
• After 3 minutes they receive an automated welcome email
• They join the “Newsletter Signup from Website” segment

3. Consultation Completion

When an appointment ends in Cliniko:

• MAKE.com identifies finished consults every 6 hours
• Automatically sends review request emails
• After care emails are sent based on treatment type
• Patients are added to “Finished Consults” list

4. Referral Workflow

• A new referral form records referrer and patient data
• MAKE.com sends:
  • Thank you email to referrer
  • Summary email to clinic inbox

5. Appointment Types and Reminders

We created Cliniko appointment types for

• Arthrosamid
• Hyaluronic Acid
• Hydrodilatation
• PRP
• Steroid injections

Each includes the correct consent forms, reminders, and confirmations.

Admin Interface

What the clinic can now see and manage:

• Appointment specific after care email flows
• Automated review request campaign performance
• Referral submissions in real time
• Segmented patient lists inside BREVO
• Structured patient info from WhatsApp leads
• A stable automation schedule running every 6 hours

What the clinic no longer needs to do manually:

• Send after care instructions
• Request Google reviews
• Respond to referral submissions
• Send confirmation or welcome emails
• Manage appointment type communication

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The Liverpool Clinic now operates with a fully automated communication system that significantly reduces administrative load and enhances patient experience.

Operational Impact

• 80 percent reduction in time spent sending emails
• Consistent and error free delivery of post care instructions
• Fully automated review generation every 6 hours
• Automated workflow replacing dozens of manual tasks

User Impact

• Faster communication
• Immediate access to WhatsApp support
• Accurate and timely post care instructions
• Seamless referral and follow up experience

Strategic Impact

• Higher review volume and improved public reputation
• Scalable communication layer ready for future expansion
• Reliable patient experience regardless of staff workload
• Improved compliance and accuracy in medical messaging

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