CASE STUDY:
Our Medical Radiology:
Streamlining Practice
Workflows with Karisma
Our Medical Radiology, a multi-site diagnostic imaging provider and subsidiary of Cornerstone Health, implemented Kestral’s Online Bookings module to transform its appointment scheduling process. Putting patients in control of 24/7 self-service booking reduced administrative burden, eliminated scheduling errors, and freed staff to focus on patient care.
Problem
Cornerstone’s appointment workflow relied on individual clinics handling bookings by phone. This created several issues:
Patients waiting on hold during busy periods
No after-hours booking capability, resulting in missed scheduling opportunities
Inconsistent processes across sites with no central coordination
Leadership recognised these operational challenges were affecting both efficiency and patient satisfaction, and needed a solution that could unify scheduling across all sites.
Approach
After evaluating options, Cornerstone Health chose Karisma’s Online Bookings module. The implementation was tailored to Cornerstone’s multi-site structure and introduced as a natural extension of the existing Karisma RIS. As a result, staff managed online appointment requests from within the same interface they already used, without learning a separate system.
Solution
Online Bookings went live as an integrated, web-based self-scheduling portal embedded directly within Karisma. Key capabilities delivered:
- 24/7 availability allowing patients to book outside office hours
- Real-time diary integration preventing double-bookings across all clinic locations
- Referral upload at the point of booking, transmitting documents directly into the Karisma workflow
- A booking enquiries workflow for complex studies requiring clinical triage before confirmation
- A help enquiries channel for patient questions, managed through Karisma worklists
- Automated confirmation emails with preparation instructions, sent from site-specific addresses
- Automated appointment reminders reducing missed attendance
Results
Since adopting Online Bookings, Cornerstone Health has achieved measurable improvements across scheduling, administration, and patient experience:
- A significant reduction in inbound phone calls as appointments shifted to the online portal
- Complete elimination of double-bookings through real-time diary synchronisation
- Hours of administrative time saved each week by removing manual data entry and reminder calls
- Improved patient satisfaction, with patients citing 24/7 convenience and immediate confirmation as key benefits
- Greater staff confidence in schedule accuracy, with bookings captured correctly at the point of patient entry
Analysis
Online Bookings addressed the fragmentation in Cornerstone’s original phone-based workflow by giving every site a single, real-time scheduling system. Because it sits inside the existing Karisma RIS rather than as a separate tool, staff adopted it quickly and patient data stayed accurate from the point of entry.
Online booking, integrated natively into a radiology information system, gives patients a modern, convenient way to schedule care and gives the organisation the operational efficiency and data accuracy that underpin a high-performing diagnostic service.
Ready to streamline your workflow?
Talk to our team to discover how Kestral Online Bookings can reduce phone volumes, eliminate scheduling errors, and improve patient experience at your practice.