Who we help
The chair was empty, and the patient was waiting on WhatsApp.
The real booking journey, including the WhatsApp messages reception answers from memory, against the appointment book and complaints log.
One finding, with money attached
38 booking requests went unanswered for more than 24 hours last month; 19 never got a reply — roughly AED 28,000 that walked away.
The relief
A reminder cadence and a single unanswered-enquiries view for reception.
The chair was empty, the patient was waiting on WhatsApp, and nobody knew.