waiCheckout. Booking and payment for any clinic, in one flow.Set up Checkout
wai
Request a demo
The platform Platform Overview Clinician Workspace Admin Operations Clinic Management Integrations Every Job, One Page Each Inpatient Care
Get started Pricing Request a demo
Your workspace For Clinicians Plans Inpatient Care
Get started Request Access Request a demo
Your health Personal Profile
Get started Set Up Your Profile Find a Clinic
The work Expert Network
Join Apply to Frontier
Learn Learn Hub Webinars Newsletter
Reading Blog Customer Stories Templates
Company Contact Sales

Customers, The Wellness

Every clinician at The Wellness has 15 hours a week back.

We built wai inside The Wellness, a private clinic on Portman Square in London, and the clinic has run on it since January 2026. Each of its five clinicians has 15 hours a week back, and the front desk has not missed a call since the first Monday.

Request a demoEmail us

Clinic

10 Portman Square, Marylebone, London W1H 6AZ

Team

Five clinicians and the front desk

On wai since

January 2026

Runs on wai

Diary, front desk, patient records, scribe, payments and follow-up

  1. 15 hrs

    returned to each clinician, every week

    Every week since the clinic went live on wai in January 2026

  2. 0

    missed calls since the first Monday

    Since the clinic's first Monday on wai, in January 2026

  3. 31%

    more new-patient enquiries turned into visits

    Since the clinic moved to wai in January 2026

  4. 2

    more consulting rooms, on the same headcount

    Opened since the move to wai, with the same team

Overview

Why we built wai inside a clinic.

By the winter of 2025 the five clinicians at The Wellness were seeing patients until six and writing about them until nine. Two coordinators were fielding about 400 messages a week across a phone line, three inboxes and a WhatsApp number, and a call would still slip through at lunch. The clinic was growing on its reputation for unhurried appointments, and the clinicians were paying for that reputation with their evenings.

We set one rule before anything went in. wai could listen, write, prepare, chase and fill the diary, and a clinician or a coordinator would put their name to everything that reached a patient, with every action on the record.

In January 2026 we moved the whole clinic over at once, after one week of setup. The diary, the front desk, the patient records, the notes, the payments and the follow-up all went live on the same Monday, and they have run on wai every day since.

Before and after

The same clinic, before wai and since.

  1. Notes and lettersWritten after clinic, with patients seen until six and notes written until nineWritten during the visit and ready to sign when the patient stands up, with 15 hours a week back for each clinician
  2. Calls and messagesAbout 400 a week across a phone line, three inboxes and a WhatsApp number, with calls slipping through at lunchOne thread per patient, and 0 missed calls since the first Monday
  3. New patientsAn enquiry missed at lunch could be gone by the afternoon31% more new-patient enquiries turned into visits
  4. The front deskTwo coordinators working as a switchboardThe same two coordinators, with their hours spent on the patients in the building
  5. The clinicFive clinicians, with the evenings spent on paperworkTwo more consulting rooms on the same headcount, and nobody stays past seven

The product, doing the work

Everything The Wellness runs, on one wai record.

Each module below is shown in the product, with example data. The patients and the visits are invented.

  1. 01The diary

    Every clinician's diary, filled from the first message.

    A request to move an appointment is checked against the right clinician's diary, held and confirmed by wai, so nobody at the desk opens a calendar to do it.

    GP diary, TuesdayPortman Square
    1. 8.00amGP consultationConfirmed
    2. 8.15amGP consultation, moved from ThursdayHeld by wai
    3. 9.00amBlood testsConfirmed
    4. 9.30amFollow-up, resultsReminder sent

  2. 02The front desk

    Every channel is one thread per patient.

    Calls, WhatsApp and email arrive on one thread for each patient, and wai answers in the clinic's own voice at any hour, with every reply the team sends approved by a person. A call missed at 7.42 in the morning gets a text back before the caller has put the phone away.

    Missed call, then WhatsApp7.42am

    Hello, could I see a GP tomorrow morning, before work?

    waiSuggested reply

    Good morning. A GP can see you at 8.15am tomorrow on Portman Square. Shall I hold it for you?

    Use

  3. 03Patient records

    One record per patient, with a time and a name on every action.

    Bookings, notes, letters, messages and payments sit on the same patient record, and every action on it carries the time and the person who took it, so the record could be audited from the first day.

    Patient recordToday
    1. 7.43amReply approved and sentFront desk
    2. 7.44amAppointment held, 8.15amwai
    3. 7.46amDeposit paidPatient
    4. 8.41amClinical note signedGP

  4. 04The scribe and signed notes

    The note is written before the patient stands up.

    wai writes the note, the referral letter and the coding during the consultation, in the clinician's own structure, and every clinical claim carries its source. Nothing is saved to the record until the clinician signs it. Our medical director read every note for the first two weeks, and then stopped, because there was nothing left to catch.

    Clinical noteSigned

    Plan

    Full blood count and ferritin today, with results by phone within 48 hours.

    Cited to NICE guidance on iron deficiency anaemia

    Signed by the GP, 8.41am

  5. 05Payments

    The deposit is taken when the slot is held.

    When wai holds an appointment it takes the deposit and confirms the visit, and the payment sits on the patient's record beside the booking and the note.

    Confirmed

    Tue 8.15am

    GP consultation, Portman Square

    Deposit paid

    Add to calendar

  6. 06Follow-up

    The result explanation goes out the same day.

    wai drafts the result explanation and the follow-up message for the clinician to sign, the work that used to wait for the evening. The call after a difficult result is still made by a person, with the time the front desk now has for it.

    waiResult explanation, for the GP to sign

    Your blood count is normal and your iron is a little low. The GP suggests a supplement for three months, and we will check it again then.

    Sign

The result

What changed.

The numbers are the ones we quote, 15 hours a week back for each clinician, 0 missed calls since the first Monday and 31% more new-patient enquiries turned into visits. The change our clinicians talk about is the evening. The pile that used to wait for Monday morning has gone, and the unhurried attention the clinic built its name on is what they now have the time to give.

The Wellness has since opened two more consulting rooms, on the same headcount, and nobody stays past seven. The front desk is the same two coordinators, and their hours now go to the patients in the building, the call after a difficult result and the patient who seemed anxious on the way out.

See wai run your clinic.

We show wai on your own diary, notes and inbox in a 15 minute video call, with the same modules The Wellness runs every day.

Request a demoEmail us