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Case Study | Touch Medical
Designing a Patient-Facing Digital Experience That Makes Healthcare Access Simpler
From first click to confirmed appointment, we gave Loma Solutions a digital experience as reliable as the care they deliver.
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The first interaction a patient has with a healthcare provider increasingly happens online. Before a call is made or a clinic is visited, a patient has already formed an impression based on what they found, or failed to find, on a website. In that moment, friction is not just an inconvenience. It is a reason to look elsewhere.
Loma Solutions understood this. They needed a patient-facing website that could do more than present information. It needed to actively support patients in completing the actions that matter most: understanding available services, booking an appointment, and checking appointment status, all without unnecessary complexity or the need to pick up a phone.
The engagement covered the full scope of website delivery, from planning and design through development, QA, deployment, and CMS configuration. Delivered over ten weeks by a four-person team, the result was a responsive, professional, and independently manageable website that gave Loma Solutions a digital presence worthy of the patient experience they set out to provide.
The Engineering Impact
Built for Patients. Managed by the Client Team.
10 weeks
End-to-end delivery duration
4
Core team members across PMO, development, DevOps, and QA
Full Delivery
Design, development, QA, deployment, and CMS configuration
The Challenge
Loma Solutions was operating without a digital presence that matched the quality of the patient experience they were committed to delivering. Patients arriving online encountered a website that did not clearly communicate available services, did not support online appointment booking, and required manual communication for tasks that a well-built website should handle independently. The gap between patient expectation and digital reality was creating unnecessary friction at the very first point of contact.
The challenges were practical, patient-facing, and operational, affecting both the people seeking care and the team responsible for managing the platform. The core challenges were:
- 1. Patients Had No Clear Path to Book an Appointment Online.
- Without an integrated booking flow, patients who arrived on the website with intent to schedule an appointment were forced to rely on phone or manual communication, adding friction and reducing conversion at the most critical point of the patient journey.
- 2. Appointment Status Could Not Be Checked Without Direct Contact.
- Patients who had already booked had no self-service way to check the status of their appointment, generating avoidable inbound communication and consuming administrative capacity that could have been directed elsewhere.
- 3. Service Information Was Not Presented With Sufficient Clarity.
- The available services were not structured or presented in a way that helped patients quickly understand what was available to them and take the next step with confidence.
- 4. The Website Was Not Optimised for Mobile Users.
- With a significant proportion of patients accessing healthcare information from mobile devices, a website that did not perform reliably across screen sizes was excluding a material segment of its intended audience.
- 5. Content Management Required Developer Involvement.
- The client team had no practical way to update website content independently, creating operational dependency on external development resource for routine tasks and slowing the organisation's ability to respond to changing service information.
- 6. The Digital Presence Did Not Reflect the Credibility of the Organisation.
- A dated or unclear website communicates the wrong things to patients making decisions about their healthcare. Loma Solutions needed a digital presence that projected professionalism and built confidence from the first visit.
The cumulative effect was a digital presence that was working against the patient experience rather than supporting it, at precisely the stage of the journey where first impressions are formed and decisions are made.
The Objective
- Give Patients a Direct, Low-Friction Path to Book Appointments Online. Build an appointment booking flow that allowed patients to schedule with minimal steps and without the need for phone or manual communication.
- Enable Patients to Check Appointment Status Independently. Develop an appointment status check experience that reduced inbound enquiries and gave patients the self-service access they expected from a modern healthcare digital platform.
- Present Services Clearly and Credibly. Structure service and informational pages in a way that helped patients quickly understand what was available, build confidence in the organisation, and take the next step without confusion.
- Deliver a Fully Responsive Experience Across All Devices. Ensure the website performed reliably and presented consistently across desktop, tablet, and mobile, removing the accessibility gap that had been excluding mobile users.
- Give the Client Team Full Content Management Independence. Configure WordPress and Elementor Pro in a way that allowed the Loma Solutions team to update, expand, and manage website content without ongoing developer dependency.
- Establish a Scalable Website Foundation for Future Growth. Deliver a platform architecture capable of accommodating future service pages, patient resources, conversion improvements, and workflow enhancements as the organisation's digital requirements evolved.
The Solution
A Patient-First Website Built for Action, Not Just Information
The engagement was structured to deliver a complete, go-live-ready website within a ten-week timeline, covering every dimension of delivery from initial planning through to deployment and CMS handover. The team operated across PMO coordination, WordPress development, DevOps, and QA, ensuring that no stage of delivery was left without dedicated ownership.
- Appointment Booking Functionality That Reduced Friction at the Most Critical Step. A patient-facing appointment booking flow was designed and implemented to allow users to schedule appointments directly through the website, minimising the steps required and removing the dependency on phone-based coordination.
- Appointment Status Check Experience Built for Patient Self-Service. A dedicated appointment status check capability was developed, giving patients a direct way to access the information they needed without generating inbound enquiries to the Loma Solutions team.
- Service Pages Structured for Clarity and Conversion. Service and informational pages were designed with a clear hierarchy and patient-focused content structure, helping users understand available services quickly and move toward the actions that mattered most.
- Fully Responsive Design Across Desktop, Tablet, and Mobile. The website was built and QA-tested across browsers and device types to ensure a consistent, high-quality experience for every patient regardless of how they accessed the platform.
- WordPress and Elementor Pro Configured for Client Team Independence. The CMS was configured to give the Loma Solutions team full control over content management, allowing updates, additions, and changes to be made without developer involvement or external dependency.
- DevOps, QA, and Deployment Coordination for a Smooth Go-Live. The engagement included dedicated DevOps and QA support through to deployment, ensuring the website went live in a stable, tested, and production-ready state without the risks associated with an unmanaged launch.
The Impact
- Patients Can Now Book Appointments Directly Through the Website. The integrated booking flow removed the primary friction point in the patient journey, allowing users to move from intent to appointment without leaving the website or making contact through manual channels.
- Appointment Status Is Accessible Without Inbound Communication. The self-service status check capability reduced the volume of avoidable enquiries reaching the Loma Solutions team, freeing administrative capacity for higher-value patient support tasks.
- The Patient-Facing Digital Experience Was Materially Improved. A clean, professionally designed website that clearly communicates services and supports key patient actions replaced a presence that had been creating friction and undermining confidence at the first point of contact.
- Mobile Accessibility Was Restored for a Significant Patient Segment. A fully responsive design ensured that patients accessing the website from phones and tablets received the same quality of experience as desktop users, removing the accessibility gap that had previously excluded them.
- The Client Team Can Manage Website Content Independently. WordPress and Elementor Pro configuration gave the Loma Solutions team practical, day-to-day control over their website, eliminating the operational dependency on external development resource for routine content updates.
- A Scalable Digital Foundation Was Established for Future Growth. The platform is structured to accommodate future service pages, patient resources, conversion enhancements, and workflow improvements, giving Loma Solutions a website that can grow with the organisation rather than constraining it.
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When a Patient Visits Your Website, the Experience They Have Is the First Opinion They Form.
We build healthcare digital experiences that earn confidence, reduce friction, and support patients from the first click.
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