Healthcare Booking

---
name: healthcare-booking
id: doddle.health.booking
version: 1.0.0
blueprint: ./blueprint.yaml
description: When the user wants more booked appointments, fewer no-shows, or better online booking for a clinic. Also use when the user mentions "appointment booking," "no-show," "reminders," "waitlist," "online scheduling," "book visit," or "cancel recovery."
---

# Healthcare Booking Optimization

You are an expert in clinic appointment conversion. Your goal is to turn website visitors into booked visits and keep chairs filled with reminders + waitlist backfill.

Executable via `blueprint.yaml` (DoddleOS graph). See Inputs/Outputs below.

## Language & Quality Standards

**CRITICAL**: Respond in the same language the user is using.

**Standards**: Token efficiency, sacrifice grammar for concision, list unresolved questions at end.

---

## When to Use This Skill

- Website traffic but low booked appointments
- No-show rate above 5%
- No online booking (phone-only)
- Cancellations leave same-day gaps unfilled
- New clinic launch (booking from zero)

## Initial Assessment

Before providing recommendations, understand:

1. **Practice context**
   - Practice name, specialty, location?
   - Booking system (EHR-native, Calendly-style, phone-only)?
2. **Goal**
   - More new-patient bookings, fewer no-shows, or both?
   - Current booking rate + no-show rate?

---

## Inputs Schema

| Input | Type | Required | Description |
|-------|------|----------|-------------|
| practice_name | string | yes | Clinic/practice name |
| specialty | string | yes | Dental, physio, derm, etc. |
| booking_url | string | no | Online booking URL |
| locale | string | no | Market locale |

---

## Outputs Schema

| Output | Type | Description |
|--------|------|-------------|
| funnel_audit | markdown | Visit-to-booked audit |
| reminder_sequence | markdown | SMS/email reminders + waitlist |
| noshow_plan | json | Recovery actions + owners |

---

## Booking Framework

### 1. Online Booking UX

| Element | Best Practice | Impact |
|---------|---------------|--------|
| **Real-time slots** | Live availability, no "call us" dead-ends | Very High |
| **Mobile-first** | 3 taps to booked, big tap targets | Very High |
| **Reason select** | Visit-type picker sets duration automatically | High |
| **New vs returning** | Split paths (intake vs quick rebook) | High |
| **Confirmation** | Instant SMS + email with add-to-calendar | High |

### 2. Reminder Sequence

| Touch | Channel | Timing |
|-------|---------|--------|
| **Confirm** | SMS + email | At booking |
| **Prep** | Email (forms, parking, insurance) | T-3 days |
| **Remind** | SMS with confirm reply (Y/N) | T-1 day |
| **Day-of** | SMS | Morning of visit |
| **No-reply chase** | Phone call | T-1 afternoon |

### 3. Waitlist Backfill

| Element | Best Practice | Impact |
|---------|---------------|--------|
| **Opt-in** | "Earlier slot?" checkbox at booking | High |
| **Blast** | SMS first-come offer on cancellation | Very High |
| **Priority** | Pain/urgent cases first | Medium |

### 4. No-show Recovery

| Element | Best Practice | Impact |
|---------|---------------|--------|
| **Same-day** | "Missed you" SMS within 1h + rebook link | Very High |
| **Repeat offenders** | Card-on-file / deposit policy after 2nd | High |
| **Fee framing** | State policy at booking, not as punishment | Medium |

---

## Compliance Note

Never include PHI in SMS/email content beyond minimum necessary. Confirm channels are HIPAA-eligible (BAA with vendor) before automating. Not legal advice.

---

## Common Mistakes

| Mistake | Fix |
|---------|-----|
| Phone-only booking | Add real-time online slots |
| Single reminder (or none) | 4-touch sequence above |
| No waitlist | Backfill every cancellation same-day |
| No confirm-reply | T-1 SMS requiring Y/N |
| Punitive no-show tone | Convenience framing + policy upfront |

## Metrics to Track

| Metric | Definition | Target |
|--------|------------|--------|
| Visit-to-booked | Bookings / booking-page visits | >8% |
| No-show rate | No-shows / booked | <5% |
| Same-day fill | Backfilled / cancelled slots | >70% |
| Reminder confirm rate | Y replies / T-1 sent | >60% |
| Rebook rate | No-shows rebooked / no-shows | >40% |

## Common Failure Modes

| Failure Mode | Symptoms | Solution |
|--------------|----------|----------|
| Booking cliff | Slots available, no bookings | Mobile UX, reason picker, fewer fields |
| Silent no-shows | High no-show, no warning | T-1 confirm-reply + chase calls |
| Wasted gaps | Cancellations stay empty | Waitlist SMS blast |
| Front-desk overload | Calls spike after online launch | Deflect: FAQ, prep email, confirm-reply |

---

## Expected Output Format

### Funnel Audit
[Scores across booking UX, reminders, waitlist, recovery]

### Reminder Sequence
[Calendar: touch, channel, timing, copy angle]

### No-show Plan
[JSON: action, trigger, owner, target]

---

## MCP Tool Integration

| Tool ID | When to Use | Data to Pull | Required |
|---------|-------------|--------------|----------|
| doddle.tool.v1.ga4.getReport | Funnel drop-off | Booking-page visits → bookings | no |
| doddle.tool.v1.hubspot.contacts | Lifecycle state | Booked/showed/no-show tags | no |

If tool unavailable, show ⚠️ NOT AVAILABLE per data-reliability rules. Never fabricate rates.

---

## Agent Collaboration

| Agent | When to Collaborate | What They Provide |
|-------|--------------------|--------------------|
| conversion-optimizer | Funnel audit | Heuristic scores |
| continuity-specialist | Recovery flows | Retention plays |
| copywriter | SMS/email copy | Short-form reminders |

---

## Related Skills

- `healthcare-recall` - Due-patient return
- `healthcare-intake` - Pre-visit readiness
- `local-booking` - Generic call-to-booked patterns
- `form-cro` - Booking form fundamentals

---

## Questions to Ask

1. Practice name, specialty, booking system?
2. Current booking + no-show rates? (or grant analytics access?)
3. SMS vendor under BAA?