Administrative messaging, journey-aware nudging, and scheduling (non-clinical). Includes patient, carer, clinician, scheduler, and supporting personas.
As a Patient, I want to see live available slots and confirm or change my appointment instantly so I don't need to phone the clinic.
As a Patient, I want reminders on my preferred channel (SMS, WhatsApp, email, voice) so I don't miss my appointment.
As a Patient, I want a simple link in any reminder to rebook so I can resolve conflicts quickly.
As a Patient, I want clear assurance that my data is secure and stored in the EU, so I feel safe using the service.
As a Patient, I want clear, conversational prompts with simple numbered choices so I can act quickly.
As a Patient, I want to be proactively informed about traffic and public-transport issues and given mitigation options so I can arrive on time with less stress.
As a Patient, I want to opt in to be on standby for earlier appointments so that if someone cancels, I can take their slot when it suits my availability.
As a Patient, I want to switch my upcoming appointment from in-person to telemedicine where clinically and operationally available, so I can still attend despite travel or time constraints.
As a Patient Carer, I want to receive reminders and confirm or request rescheduling on the patient's behalf so I can ensure attendance.
As a Patient Carer, I want to choose times that fit transport and support needs so I can coordinate logistics.
As a Patient Carer, I want to update contact details securely so reminders reach me.
As a Patient Carer, I want to set the days and times I can accompany the patient and when I can be contacted, so rescheduling respects my availability.
As a Clinician, I want a day-list showing confirmed, awaiting response, and at-risk appointments so I can anticipate no-shows and backfill.
As a Clinician, I want automatic alerts to admin when a slot frees so a replacement can be scheduled.
As a Clinician, I want assurance no clinical details are sent in reminders.
As a Clinician, I want to declare the windows when backfills are acceptable and when I can be contacted for operational escalations.
As a Clinician, I want a simple approve or decline queue for patient-initiated telemedicine switches when rules require review.
As a Scheduler, I want a single queue of awaiting confirmation, no response, and reschedule requests to clear backlogs quickly.
As a Scheduler, I want automated reminder cadences that send at optimal times to drive responses.
As a Scheduler, I want to rebook in one step without toggling systems.
As a Scheduler, I want pre-approved templates that I can edit safely.
As a Scheduler, I want to configure service-wide appointment and messaging windows so suggestions and outreach align with operational capacity.
As a Scheduler, I want to configure which clinics and appointment types are eligible for telemedicine, including per-session caps and approval rules.
As a Clinic Manager, I want a self-serve portal to track appointments touched, messages sent, prevented DNAs, and costs.
As an IT Admin, I want API credentials, environments, and logs to integrate safely.
As a DPO, I want DPA, DPIA, data-flow diagrams, and audit logs to approve the service under GDPR.
As a Buyer, I want clear tier pricing and a statement of work to procure within budget.
As a Pilot Sponsor, I want monthly KPIs and an end-of-pilot report to decide on scale-up.
As a Contact Centre Agent, I want a call-assist screen with recent messages and quick actions for high-risk appointments.
As a Patient, I want to set my preferred days and times for appointments and when I can be contacted.