A nurse, a GP, an ECG, diagnostics and a follow-up consultation can now be booked as one connected appointment across Pall Mall Medical’s locations.
“Cority Meddbase supports all our locations, making it easy to book simple GP services along with complex multiple-attendee health-screen appointments handled via our call centre.”
Stephanie Byrom, CEO, Pall Mall Medical
About Pall Mall Medical
Pall Mall Medical provides private healthcare to self-paying, insured and corporate patients across North West England.
Its locations offer GP and occupational health services, health screening, day-case surgery and same-day diagnostics, including MRI, CT, X-ray and mammography.
- Organisation type. Multi-location private healthcare group.
- Market. United Kingdom.
One patient could mean five diaries to check
A health screen is rarely a single slot.
One patient may need 15 minutes with a nurse, 30 minutes with a GP, an exercise ECG, time in diagnostics and a final GP consultation.
Before Cority Meddbase, staff would have needed to find each clinician, room and piece of equipment separately, then work out whether they could all be brought together in the right order.
If one part was unavailable, the search started again.
One search now finds the whole appointment
Pall Mall Medical used Cority Meddbase to build booking modules around the complete patient journey.
The appointment finder searches for every clinician, room and diagnostic resource needed for the health screen. The call centre can reserve the full sequence as one booking instead of piecing it together diary by diary.
If the patient needs to reschedule, every connected resource moves with the appointment. If they cancel, those slots are released together.
Health-screen services that were once too difficult to offer online could also be opened for patient self-booking.
The call centre sees every site
Pall Mall Medical’s booking team can search across all its locations from one place.
Staff can see where the right clinician, room and equipment are available without calling clinics or checking separate diaries. Doctors can move between sites, while the call centre continues to book against the same shared view.
As Pall Mall Medical opened larger locations in Liverpool and Merseyside, the booking process did not have to be rebuilt for each site.
Covered in Manchester does not always mean covered in Liverpool
A consultant recognised by an insurer at one Pall Mall Medical clinic might not be covered at another.
That creates a very real risk: the patient receives treatment, then the insurer refuses to pay.
Cority Meddbase uses contract, tariff and eligibility rules to show the call centre which services can be booked for that patient at that location.
It also helps staff avoid rejecting valid future bookings. If a consultant’s insurer recognition begins on a specific date, the appointment can still be booked for after that date.
The result returns to the patient record
Pall Mall Medical connected Cority Meddbase with its pathology, PACS and RIS systems.
Patient and appointment information can move into the diagnostic system without being entered again. Once radiology reports are completed, they return to the patient’s Cority Meddbase record.
Pathology results can also be filed automatically, so staff do not have to match every report to the right patient by hand.
New locations did not mean starting again
The first Cority Meddbase implementation went live within the planned four-month timeframe.
Further services and integrations were added as Pall Mall Medical expanded. The system went on to support up to 100 concurrent users and a Manchester site with more than 20 consultation rooms, diagnostics, a day-case theatre and a laboratory.
The organisation could add more rooms, services and locations without creating another set of disconnected booking processes.
What changed with Cority Meddbase
- One booking instead of five diary searches. The call centre can reserve every person, room and resource required for a health screen together.
- No appointment the insurer will not cover. Eligibility and contract rules are checked before the booking reaches the diary.
- Every location visible from the call centre. Staff can find the right appointment without calling sites individually.
- Results return to the right record. Pathology and radiology information moves between connected systems.
- New sites use the same booking model. Pall Mall Medical can add locations and services without rebuilding the process each time.
See how your hardest bookings could become one search
Bring clinicians, rooms, equipment, eligibility and billing together before the patient is booked.
