Executive Summary
A growing holistic practice needed one system for the entire patient journey
Brandon Acupuncture is a healthcare practice dedicated to improving the well-being of patients through acupuncture and holistic treatment approaches. By focusing on personalised care and evidence-based therapies, the practice aims to provide effective treatment solutions while delivering a seamless patient experience.
As the practice expanded and patient referrals increased, managing patient information, appointments, communications, and clinical workflows through manual processes became increasingly complex. To improve operational efficiency and enhance patient care, Brandon Acupuncture partnered with KG CRM Solutions to implement a comprehensive digital solution using Zoho One.
The Challenge
Fragmented, manual workflows limited scalability and patient care time
Before implementing Zoho One, Brandon Acupuncture faced several operational challenges caused by fragmented systems and manual workflows. Patient referrals were received from multiple sources and required administrative staff to manually enter information into different systems before appointments could be scheduled.
“The absence of a centralised system made it difficult to monitor patient progress throughout the treatment lifecycle, resulting in duplicated work, delayed follow-ups, and inconsistent communication.”
Pain Points
- Referrals manually entered across different systems
- No centralised view of patient progress or treatment stage
- Duplicated work, delayed follow-ups, inconsistent communication
- Significant time spent on documentation and record updates
- Manual tracking of prescriptions, compliance, and reporting
Requirements
- A centralised platform managing the full patient lifecycle
- Automated referral capture and appointment scheduling
- Automated notifications and reminders via email and SMS
- Secure, compliant document management
- Real-time visibility for management and practitioners
The Solution
Zoho CRM + Creator — a purpose-built healthcare workflow platform
KG CRM Solutions engaged with Brandon Acupuncture to design and implement a fully integrated healthcare management solution using Zoho One. Rather than implementing a standard CRM solution, KG CRM Solutions developed a customised application combining Zoho CRM, Zoho Creator, and other integrated Zoho applications tailored specifically to healthcare workflows.
Automated Referral Capture
Every patient journey begins with a referral, automatically captured and processed — validated, organised, and assigned to the right provider without duplicate entry.
Automated Referral Capture
Appointment scheduling was automated to improve resource allocation while reducing scheduling conflicts and administrative workload.
Multi-Channel Notifications
Automated notifications and reminders delivered through email and SMS ensure patients remain informed throughout their treatment process.
Secure Document Management
Healthcare professionals maintain complete patient records with secure document handling that supports compliance with healthcare standards.
Real-Time Dashboards
Advanced dashboards give management visibility into referrals, appointment status, practitioner workloads, and key performance metrics.
AI-Assisted Automation
Artificial Intelligence capabilities automate repetitive activities and assist staff with operational processes to enhance overall productivity.
Implementation
From brief to live platform
One more Happy Client
Results
More time for patient care, less time on administrative work
Following the successful implementation of Zoho One, Brandon Acupuncture significantly improved operational efficiency and transformed the way patient information is managed. Administrative processes that previously required extensive manual effort became fully automated, allowing staff to dedicate more time to patient care and less time to repetitive administrative activities.
The centralised platform improved the accuracy and accessibility of patient records while eliminating duplicate data entry across multiple systems. Automated referral management accelerated patient onboarding, improved appointment scheduling, and enhanced communication between healthcare providers and patients. The implementation also strengthened regulatory compliance by standardising documentation and improving audit readiness — establishing a scalable foundation capable of supporting future growth while maintaining high standards of patient care.