PACO: Virtual Consultations & Clinical System Coding


The Patient and Care Optimiser (PACO) is a technology solution built with general practice, for general practice. The product includes 4 main modules and allows the clinicians to:

  • Identify patient cohorts with our advanced analytics module
  • Communicate en-masse to these cohorts via sms and/or email with a single click
  • Automate the scheduling of appointments by allowing patients access to the scheduler application, taking away stress from reception phone lines
  • Provide ease of access for all patients through the virtual consultation module, enabling clinicians and patients to converse via web chat or video call

The product had been in development for 2 years before I began working at Blinx and the last version of this before we started from scratch can be seen here in my portfolio. However, as mentioned we did go back to the drawing board and what we created can really change general practice.


Head of UX/UI

Sole designer starting with UX discovery, through to wireframes and finally into high fidelity prototypes.


The first I heard of this module was when I sat in a steak holders meeting to determine what it was we needed to be able to achieve with this module.

From these meetings, I was beginning to see what was required. A platform for clinicians communicate with patients virtually, as well as have easy quick access to patient information and clinical notes to be automatically coded to EMIS (the clinical system in use). There were a few areas to this project to focus on, including the patients view, clinicians view and other areas such as the media library, PDF generator and SNOMED code editor to name a few.

Stand Alone Module or Widget ?

My early meetings and discussions led us to consider whether or not this would be a widget available throughout PACO or a stand alone module the user must navigate to. Below are some of my initial notes and sketches where you can see my thought process through this.

Within these notes, I sketched how both scenarios could play out along with further discussions that led into me creating a patient profile within PACO. This will have its own case study.

User Flows

Looking at the potential users who may access the clinical side of Virtual Consult’s meant I had to think about the user flows and potential touch points within the product. Below you can see some user flows for pre-booked appointments as well as walk in appointments.

Further ideation

As mentioned earlier, this module had many different areas that each required their own meetings and own research to find the best solution. Some of these areas were features such as walk in appointment configs, SNOMED management and search, and consultation review modals. I’ve attached some meeting notes and sketches as an example of the works carried out.

Production Ready Hi-Fidelity Design

Finally, once the lo-fi’s had been tested and internally approved, we knew the UX was right. This being the case, meant I could apply the design system styling to the design and work on the UI.