Patient onboarding for Ascend Health
- Product strategy
- UX
- Design system
A clinical onboarding flow rebuilt for first-time patients and the care teams who triage them. The new flow cut average intake time by half and gave the care team a single source of truth for patient context.
Context
Ascend's intake flow had grown over four years into a tangle of forms, redirects, and human handoffs. Patients were dropping out before their first appointment; the care team was reconstructing context from notes scattered across three systems.
“Syntheus reframed the onboarding problem as a single conversation between patient and care team. Everything else followed from that.”
Outcome
Median intake completion time dropped from 22 minutes to 11. Care-team prep time before the first appointment dropped from 14 minutes to 4. Patient drop-off between intake and first appointment fell by 38%.