Northline
Patients called. Staff printed. The portal existed. Nobody used it.
Year
2025
Role
Product, design & engineering
Type
Portal
Stack
Web app · Identity · Records
Before
Three clinics, one phone number. Intake was a clipboard. Results went out as a portal message nobody had a password for, or a call that hit voicemail. Front desk spent the morning resetting logins for a site last touched in 2014.
What was hard
Records, scheduling, and billing were three vendors. None of them wanted to be the portal. We could not replace the EHR. We had to sit on top of it, show the patient one place, and not invent a medical record we did not own.
What we built
A patient portal: appointments, messages, results, statements. Sign-in that works. Staff see the same queue. The EHR stays the source. We read from it and write the few things it actually accepts.
After
Calls for “what’s my login” dropped. Results go to the portal first. Front desk still exists. They are not a password desk.
What shipped
- Patient portal on the existing EHR
- Appointments, messages, results, statements
- Sign-in that patients can complete
- Staff queue matching what the patient sees
- Handover to the clinic’s IT