The Challenge
Nexova Health operates three private clinics across London and the South East, serving a combined patient list of over 8,000. When we first met them, their clinical coordinators were managing patient journeys across a combination of Excel spreadsheets, a shared Outlook calendar, and a WhatsApp group for urgent referrals.
The consequences were predictable: appointment clashes, missed follow-up reminders, referral letters lost in email threads, and no single view of a patient's complete history across sites. During a CQC inspection, they were flagged for inadequate record-keeping processes — not clinical failures, but administrative ones.
They'd looked at Salesforce Health Cloud and a number of NHS-adjacent SaaS platforms. None fit their workflow without significant, expensive customisation — and they'd retain data ownership concerns with US-hosted platforms under GDPR.
Our Solution
After a two-week discovery phase — including shadowing coordinators through a full working day at two clinics — we scoped a purpose-built CRM with four core modules:
Patient Profile & Timeline
Unified record showing every appointment, note, referral, test result, and communication across all three sites. Searchable by name, DOB, or NHS number.
Appointment & Resource Scheduling
Drag-and-drop calendar with room and clinician availability, automatic conflict detection, and patient SMS/email reminders at 48h and 24h intervals.
Referral Management
Structured referral workflow with status tracking (received → triaged → booked → attended → reported). Referral letters generated automatically from template with clinic letterhead.
GDPR & Compliance Tools
Full audit trail on every record change (who, what, when). Data retention policies enforced automatically. Subject access request workflow built in. UK-hosted on AWS London region.
How We Built It
We ran four two-week sprints, each ending with a demo session attended by clinic staff — not just the IT lead. This meant the coordinators who'd actually use the system shaped it from the start, not just the people who commissioned it.
A key early decision was to model the data around the patient journey rather than the clinic's organisational structure. This meant the system naturally supported cross-site referrals and avoided the siloed thinking that had caused problems with the old spreadsheet approach.
Technology Used
Results
"Webmatx took our messy Google Sheets process and turned it into a proper CRM in 10 weeks. Our clinical coordinators actually enjoy their admin now — that's not something I ever thought I'd say."
