Project Optimise Comms

Project Title: Project Optimise Comms

Executive Summary

Project Optimise Comms is a strategic digital transformation initiative designed to modernise how patients access and book optical services at Spectacle Savers Limited.

The programme aims to design and implement a mobile-first appointment booking platform that enables patients to discover services, schedule appointments, make payments, and manage post-visit activities digitally.

The solution will transform the traditional appointment model — currently dependent on phone calls, walk-in scheduling, and manual clinic calendars — into a fully integrated digital healthcare experience.

The goals of the initiative are threefold:

Improve patient accessibility and experience through convenient mobile self-service booking.
Increase clinic operational efficiency by automating scheduling, reminders, and appointment management.
Improve clinic utilisation and revenue generation by reducing missed appointments and improving scheduling visibility.

The platform will support a scalable digital ecosystem enabling Spectacle Savers Limited to deliver modern, patient-centric healthcare services aligned with evolving digital healthcare expectations.

Problem Statement

The current appointment booking process across Spectacle Savers clinics is largely manual and fragmented, creating operational inefficiencies and poor patient experience.

Key challenges include:

High volume of appointment-related phone calls placing pressure on clinic administrative teams.
Manual scheduling errors and double bookings due to disconnected scheduling systems.
Limited appointment visibility preventing patients from easily identifying available slots.
Missed appointments due to lack of automated reminders, reducing clinic utilisation.
Limited digital access to services, particularly outside clinic operating hours.
Increased competition from digitally enabled providers offering mobile booking capabilities.

These challenges lead to lost revenue opportunities, reduced operational efficiency, and suboptimal patient experience, highlighting the need for a modern digital appointment platform.

Proposed solution

Project Optimise Comms will design and implement a mobile appointment booking platform that enables patients to access and manage optical services digitally.

The solution will introduce a centralised, technology-enabled patient booking ecosystem that supports the complete appointment lifecycle. Key capabilities will include:

Service discovery allowing patients to browse optical services such as eye tests, contact lens consultations, and frame fittings.
Patient account management enabling secure registration, login, and profile management.
Real-time appointment scheduling allowing patients to select clinic locations, optometrists, and appointment slots.
Pre-visit medical information capture enabling optometrists to prepare for patient consultations.
Integrated digital payments supporting debit cards, credit cards, Apple Pay, Google Pay, and pay-at-clinic options.
Automated appointment reminders via SMS and email to reduce missed appointments
Digital check-in capabilities enabling patients to notify clinic staff upon arrival.
Post-appointment services allowing patients to view prescriptions, order glasses, and book follow-up visits.

The platform will be delivered using an Agile development approach, enabling iterative design, rapid feedback, and continuous improvement.

What Success Looks like

Revenue & Customer Experience Goals

60% increase in digital appointment bookings within the first year.
30% reduction in missed appointments through automated reminders.
30% improvement in patient satisfaction scores.
Improved accessibility to healthcare services outside clinic hours.

Operational Goals

40% reduction in appointment-related call centre requests.
20% improvement in clinic utilisation rates.
Reduced administrative workload through automated scheduling.
Improved visibility of appointment availability across clinics.

Agile Implementation Plan – Business Analyst Focus

Phase 1: Discovery & Service Understanding (4–6 Weeks)
Conduct stakeholder interviews with clinic managers, optometrists, and administrative staff.
Analyse current appointment scheduling processes and pain points.
Map AS-IS patient booking journey across clinics.
Identify operational inefficiencies and improvement opportunities.
Define MVP scope and digital service principles.

BA Deliverables:

Stakeholder register, AS-IS process maps, Customer journey map, Problem analysis report, Story map, Initial product backlog

Phase 2: Solution Design & TO-BE Modelling (5–7 Sprints)
Facilitate design workshops with stakeholders and technology teams.
Develop TO-BE patient booking journey.
Define business rules for appointment scheduling and payments.
Write user stories and acceptance criteria.
Validate solution design with clinical and operational stakeholders.

BA Deliverables: TO-BE process models, User story mapping & catalogue, Business rules log, Data requirements, Solution design documentation

Phase 3: Sprint Delivery & Validation (8–10 Sprints)
Participate in backlog refinement and sprint planning.
Provide clarifications to development teams.
Validate developed features against business requirements.
Coordinate User Acceptance Testing.
Capture feedback from pilot users.

BA Deliverables: Sprint backlogs, UAT test pack, Feedback tracker, Business sign-off report

Phase 4: Go-Live, Adoption & Continuous Improvement
Monitor platform adoption and booking trends.
Analyse KPI performance and operational impact.
Identify improvement opportunities.
Support change management and training.
Maintain enhancement backlog.

BA Deliverables: Go-live readiness checklist, Adoption metrics report, Lessons learned report, Enhancement backlog

Next Steps

Secure executive approval and funding for the project.
Establish project governance and appoint delivery teams.
Conduct discovery workshops with clinic stakeholders.
Define MVP scope and prioritise initial product backlog.
Initiate Sprint 0 and begin platform design activities.

Digital Healthcare Capability & Process Overview

Level 1–4: Capability Model

Patient Service Discovery

Capability (Level 1) Supporting Activities
Service Discovery Browse services, view clinic locations, explore available treatments

Appointment Scheduling

Capability (Level 2) Supporting Activities
Appointment Management Select service, choose clinic, book appointment
Availability Management Manage appointment slots and provider schedules
Patient Profile Management Create and maintain patient records

Appointment Fulfilment

Capability (Level 3) Supporting Activities
Payment Processing Process card payments and digital wallets
Appointment Confirmation Generate booking references and confirmations
Notification Management Send reminders via SMS/email

Post-Appointment Services

Capability (Level 4) Supporting Activities
Prescription Access Provide digital prescriptions
Product Ordering Allow patients to order glasses
Follow-up Scheduling Enable booking of follow-up appointments
Patient Feedback Capture service feedback

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