Support Dashboard Refresh

Our patient support team relied on a fragmented set of spreadsheets and email threads to track follow-ups, supplement orders, and appointment reminders. As the clinic grew from 40 to over 120 active patients, the old system began causing missed check-ins and delayed refill requests. We needed a single view that showed each patient's current protocol, next contact date, and any pending tasks without digging through three different tools.

The refresh focused on three pain points: visibility into upcoming consultations, quick access to a patient's current herbal regimen, and a simple flag system for non‑urgent issues like low supplement stock or unanswered messages. We built the dashboard around a weekly calendar view, with each patient card showing their primary condition, assigned physician, and the next scheduled action. Color‑coded tags replaced the old status column — green for on track, amber for attention needed, red for overdue.

Implementation took six weeks, with the first two weeks spent mapping existing workflows and the remaining four on iterative builds. The team tested the dashboard with three senior staff members before rolling it out to the full support group. We kept the interface deliberately sparse: no charts, no analytics, just a clean list of patients sorted by next action date. A search bar and filter by condition type let staff narrow the list quickly during busy morning hours.

After three months of use, the average response time for supplement refill requests dropped from 48 hours to under 12. Missed follow‑up calls decreased by 60%, and the support team reported spending roughly two hours less per week on administrative sorting. The dashboard now serves as the daily starting point for all patient‑facing staff, and we plan to add a simple notes field for each patient in the next iteration.