The moment things broke
Skindepth had a four-week wait list, three receptionists chasing appointment reminders, and one clinician trying to answer 40 emails a day. The pipeline worked when volume was low; at scale it started to snap.
All customersCase · skindepth
Skindepth Dermatology & Cosmetic Clinic
From four-week wait lists to same-day async replies.
Location
St Kilda East · Melbourne · Australia
The numbersFour figures
Async reply time
2h 14m
−58% vs Q1
Patient adherence
87%
+21 pts
Referral traffic
+34%
YoY
Support tickets
−46%
vs Q1
Attribution
Async care used to feel like a downgrade. With Lucent Health it feels like the version of dermatology we always wanted to run.
— Dr. Alice Rudd · Founder & Dermatologist
The story
What actually changed.
What changed
They moved everything patient-facing into Lucent Health: intake, photos, messaging, prescriptions. The AI care chat answers 60% of common questions before anyone in the clinic sees them; the rest routes into a queue clinicians clear during set async blocks.
How it feels now
Receptionists went from taking messages to running consult prep. Patients get faster answers than they did over the phone. Dr. Rudd got her Fridays back.
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