Planner
SaaS web-app Case Study • suvera
Every day, patients in the UK are contacted by their GP when they become due for reviews or tests. When these clinics recall, figuring out who is ready is a very manual, time consuming process.
The Planner enables clinic staff to arrange and prioritise their patient lists so that they can recall patients at the right time.
Product discovery
User testing
UX & UI design
the problem
Knowing which patients to recall is a very manual, time consuming process that takes clinic staff upwards of a week per month by manually scrolling through spreadsheets. The goal was to create a tool that helped staff recall patients faster and more efficiently, resulting in patients being contacted and seen for their care.
Ways of working are ironed into clinic life with very minimal appetite for change. How might we challenge the status quo, but also accommodate existing methods, so that Planner becomes more appealing?
Success metrics
Reduce the time it takes to recall patients to less than 5 days per month
Have users recall at least 30% of patients via Planner
design & testing
main findings
- Stratifying the patient list and recalling within Planner reduces the need for multiple solutions to complete one workflow.
- No way to see when submissions come through, i.e. blood pressure, questionnaires, so it’s hard to know who to action first.
Refined patient list designs using Pilly design system components.
patient experience
As part of the Planner work, we improved the patient experience by improving our blood pressure, lifestyle, and asthma questionnaire forms. These enable patients to submit information ahead of time, and can be sent out through our automation.
recall was released April 2025 to a pilot group of 10
Users now have the ability to refine recall lists using filtering and sorting capabilities. Users can now recall directly within Planner, using the automated recall system that contacts patients after 7 days of inactivity. Reviews, questionnaires, and investigations like blood and urine tests can be sent out via Planner.
4/10
users adopted Planner into their recall process after 2 weeks
Inbox
We added to the Planner experience an inbox where users could easily see when patients submit information through the web app.
1/2
remaining users adopted Planner into their recall workflows after release.
3 days saved
per month on recall
We added to the Planner experience an inbox where users could easily see when patients submit information through the web app.
Feedback from our partners
I have started using Planner for all second recalls. Such a clever little tool. I appreciate all the work you put into the best solutions for our recall. Such a big effort from the team.
sylwia
Operations manager @ Summerfield Practice
It’s easy to use and a good dashboard. Very user friendly and the recall feature is straightforward.
anonymous partner
Practice manager @ UK based practice
We needed clearer more visual representation of a patient and their care journey... this is exactly what’s been done here. Much more helpful and easy to see at a glance. I love it!
Gareth
Practice manager @ UK based practice
Planner
SaaS web-app Case Study • suvera
Every day, patients in the UK are contacted by their GP when they become due for reviews or tests. When these clinics recall, figuring out who is ready is a very manual, time consuming process.
The Planner enables clinic staff to arrange and prioritise their patient lists so that they can recall patients at the right time.
Product discovery
User testing
UX & UI design
the problem
Knowing which patients to recall is a very manual, time consuming process that takes clinic staff upwards of a week per month by manually scrolling through spreadsheets. The goal was to create a tool that helped staff recall patients faster and more efficiently, resulting in patients being contacted and seen for their care.
Ways of working are ironed into clinic life with very minimal appetite for change. How might we challenge the status quo, but also accommodate existing methods, so that Planner becomes more appealing?
Success metrics
Reduce the time it takes to recall patients to less than 5 days per month
Have users recall at least 30% of patients via Planner
design & testing
main findings
- Stratifying the patient list and recalling within Planner reduces the need for multiple solutions to complete one workflow.
- No way to see when submissions come through, i.e. blood pressure, questionnaires, so it’s hard to know who to action first.
Refined patient list designs using Pilly design system components.
patient experience
As part of the Planner work, we improved the patient experience by improving our blood pressure, lifestyle, and asthma questionnaire forms. These enable patients to submit information ahead of time, and can be sent out through our automation.
recall was released April 2025 to a pilot group of 10
Users now have the ability to refine recall lists using filtering and sorting capabilities. Users can now recall directly within Planner, using the automated recall system that contacts patients after 7 days of inactivity. Reviews, questionnaires, and investigations like blood and urine tests can be sent out via Planner.
4/10
users adopted Planner into their recall process after 2 weeks
Inbox
We added to the Planner experience an inbox where users could easily see when patients submit information through the web app.
1/2
remaining users adopted Planner into their recall workflows after release.
3 days saved
per month on recall
We added to the Planner experience an inbox where users could easily see when patients submit information through the web app.
Feedback from our partners
I have started using Planner for all second recalls. Such a clever little tool. I appreciate all the work you put into the best solutions for our recall. Such a big effort from the team.
sylwia
Operations manager @ Summerfield Practice
It’s easy to use and a good dashboard. Very user friendly and the recall feature is straightforward.
anonymous partner
Recall lead @ UK based practice
We needed clearer more visual representation of a patient and their care journey... this is exactly what’s been done here. Much more helpful and easy to see at a glance. I love it!
Gareth
Previous recall lead & operations manager @ UK based practice
Planner
SaaS web-app Case Study • suvera
Every day, patients in the UK are contacted by their GP when they become due for reviews or tests. When these clinics recall, figuring out who is ready is a very manual, time consuming process.
The Planner enables clinic staff to arrange and prioritise their patient lists so that they can recall patients at the right time.
Product discovery
User testing
UX & UI design
the problem
Knowing which patients to recall is a very manual, time consuming process that takes clinic staff upwards of a week per month by manually scrolling through spreadsheets. The goal was to create a tool that helped staff recall patients faster and more efficiently, resulting in patients being contacted and seen for their care.
Ways of working are ironed into clinic life with very minimal appetite for change. How might we challenge the status quo, but also accommodate existing methods, so that Planner becomes more appealing?
Success metrics
Reduce the time it takes to recall patients to less than 5 days per month
Have users recall at least 30% of patients via Planner
design & testing
main findings
- Stratifying the patient list and recalling within Planner reduces the need for multiple solutions to complete one workflow.
- No way to see when submissions come through, i.e. blood pressure, questionnaires, so it’s hard to know who to action first.
Refined patient list designs using the Pilly design system
patient experience
As part of the Planner work, we improved the patient experience by improving our blood pressure, lifestyle, and asthma questionnaire forms. These enable patients to submit information ahead of time, and can be sent out through our automation.
recall was released April 2025 to a pilot group of 10
Users now have the ability to refine recall lists using filtering and sorting capabilities. Users can now recall directly within Planner, using the automated recall system that contacts patients after 7 days of inactivity. Reviews, questionnaires, and investigations like blood and urine tests can be sent out via Planner.
4/10
users adopted Planner into their recall process after 2 weeks
Inbox
We added an inbox to the Planner experience where users could easily see when patients submit information through the web app. This way they could clearly see who to action at the start of each day.
1/2
remaining users adopted Planner into their recall workflows after release.
3 days saved
per month on recall
- Customers reported up to 3 days saved per month on workflows, allowing them to spend time on other work.
- An average of 65% of patients were recalled successfully through Planner, reducing the need for follow-ups and other interventions.
Feedback from our partners
I have started using Planner for all second recalls. Such a clever little tool. I appreciate all the work you put into the best solutions for our recall. Such a big effort from the team.
sylwia
Operations manager @ Summerfield Practice
It’s easy to use and a good dashboard. Very user friendly and the recall feature is straightforward.
anonymous partner
Recall lead @ UK based practice
We needed clearer more visual representation of a patient and their care journey... this is exactly what’s been done here. Much more helpful and easy to see at a glance. I love it!
Gareth
Previous recall lead & operations manager @ UK based practice