Overview
A US physician practice needed a booking and patient management system that no off-the-shelf product could deliver — handling multi-location doctor availability, digital patient intake, and integrated payment processing simultaneously. Awsm built the entire platform from scratch in Laravel: a custom CRM, a multi-location booking engine, patient portal, IntakeQ integration for digital intake forms, and Authorize.net payment processing. Since 2016, the platform has supported over 400,000 patient visits — a testament to the reliability of a system built precisely for its purpose.
Client
US physician practice (name withheld)
Industry
Healthcare
Geography
United States
Our Role
Tech
The client
A US-based physician practice providing compassionate, affordable medical care to patients seeking the benefits of physician-supervised treatment. Operating across multiple clinic locations, the practice has served over 400,000 patient visits since 2016 — making reliable, accessible booking infrastructure central to their operations.
The challenge
The practice needed a booking and patient management system unlike anything available off the shelf. The combination of requirements was specific and demanding:
- Multi-location availability management — each doctor, at each location, with their own schedule
- Digital patient intake — forms sent automatically at booking, completed before the appointment
- Integrated payment processing — appointment fees collected at point of booking
- Patient history access — returning patients can view their visit history and previous intake data
- Practice-side admin — staff managing doctors, locations, schedules, payments, and patient records in one system
No existing booking tool handled this combination. Every platform that addressed one requirement fell short on another. A fully custom build was the only path forward.
What we build
Custom CRM from Scratch
A purpose-built customer relationship management system in Laravel — designed around how this medical practice actually operates. Not configured to fit a generic CRM model. Built to match.
The CRM gives the practice full visibility and control over:
- Patient records and profiles
- Appointment history per patient
- Payment history and status
- Doctor and staff management
- Location and room management
- Availability configuration
Multi-Location Booking Engine
The core of the platform. Patients book appointments online, choosing:
- Their preferred location
- Their preferred doctor (or best available)
- An available time slot from real-time availability
Availability is managed at the doctor level, per location — complex scheduling logic that handles time zones, working hours, blocked dates, and concurrent bookings without conflicts.
Patient Portal
Returning patients log in to:
- View upcoming appointments
- Access their visit history
- Track previous intake submissions
- Manage their profile and contact details
IntakeQ Integration
When a patient books an appointment, the appropriate intake forms are automatically triggered via IntakeQ and sent to the patient. The integration handles:
- Form assignment based on appointment type and location
- Webhook handling — form completion events received and processed in real time
- Patient profile linking — completed intake data tied to the patient’s record and appointment
- Form status tracking visible to admin staff
This eliminates manual form distribution and ensures every patient arrives with completed intake documentation.
Authorize.net Payment Integration
Payment processing integrated directly into the booking flow:
- Appointment fees collected at the point of booking
- Tokenised card storage for returning patients — no re-entry of card details
- Refund and void processing
- Payment status webhooks handled in real time
- Transaction history surfaced in the admin CRM
- PCI-compliant implementation — raw card data never stored on the platform’s servers
Admin Dashboard
A comprehensive administration panel giving practice staff full operational control:
- Doctor and staff management — roles, availability, location assignment
- Location configuration — rooms, capacity, operating hours
- Application and appointment management — full pipeline view across all locations
- Payment verification and refund management
- Calendar views per doctor and per location
- Reporting and export
Technology
Results
- 400,000+ patient visits handled through the platform since 2016
- Multi-location scheduling conflict rate: zero
- Manual intake form distribution: eliminated
- Payment reconciliation: automated
- A platform that has operated reliably in a high-stakes clinical environment for nearly a decade
