A different kind of practice
Nine clinicians across three sites. Historically, each site ran its own inbox. Nothing was shared, nothing was auditable.
All customersCase · melbourne-derm
Melbourne Skin Institute
Nine clinicians, one queue, zero missed escalations.
Location
Fitzroy · Melbourne · Australia
The numbersFour figures
Escalation SLA
96%
+8 pts
Clinicians online
9
Across 3 sites
Photo triage
4.2×
faster than Zendesk
Rebooking rate
78%
+12 pts
Attribution
The queue is the product. Everything else — chat, notes, prescriptions — hangs off it.
— Dr. Sarah Chen · Principal Dermatologist
The story
What actually changed.
One queue for the whole group
Lucent Health gave them a single triage queue with role-based routing. Escalations bubble up to whoever is on-call; async questions go to whichever clinician is nearest.
The compliance side of things
AHPRA-verified clinician list, immutable audit log, and per-tenant billing meant one indemnity conversation instead of three.
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