How ongoing maintenance fixed the performance, security, and accessibility problems that were quietly getting between Harborview Behavioral Health and the people trying to reach it. No rebuild required.
The Challenge
Harborview Behavioral Health’s site had never had a real maintenance plan: just fixes whenever something broke badly enough for staff to notice. For a practice whose entire job is being reachable at the exact moment someone finally decides to ask for help, that’s a bigger risk than it looks. By the time we ran the first audit, performance, uptime, security, forms, and accessibility all had issues stacking up at once.
Slow website performance: key pages took 6.4s to load on mobile.
Image optimization, caching, and a CDN rollout across every page.
1.8s average load time, −71%.
Frequent website downtime: unplanned outages several times a month.
24/7 uptime monitoring with proactive alerts and managed hosting.
99.9% uptime, zero unplanned outages since.
Security vulnerabilities: outdated plugins and no patch schedule, on a site handling sensitive client data.
Monthly patching, malware scanning, and a web application firewall.
Zero security incidents in 9 months.
Broken intake forms: new-client requests silently failing to arrive.
Automated form testing, spam filtering, and submission alerts.
100% form deliverability restored.
Mobile experience issues: broken nav and layout shifting on phones, where most first visits happen.
Responsive layout fixes and a full mobile QA pass.
Mobile bounce rate down 40%.
Accessibility issues: failed WCAG 2.1 AA checks sitewide.
Full accessibility audit and remediation, plus ongoing monitoring.
WCAG 2.1 AA compliant, ADA risk reduced.
The Approach
Performance, security, accessibility, and form testing across every page to build a prioritized fix list.
Patched vulnerabilities, restored the broken intake form, and resolved the worst performance bottlenecks in week one.
Brought the site to WCAG 2.1 AA and fixed the mobile layout issues flagged in the audit.
Uptime, security, and form-submission monitoring wired in so issues get caught before a client ever notices.
Monthly patching, reporting, and a standing support SLA for anything that comes up.
The Work
The Results
| Metric | Before | After | Change |
|---|---|---|---|
| Page load timeLCP, mobile | 6.4s | 1.8s | −71% |
| Unplanned outagesper month | 3 | 0 | −100% |
| Open security vulnerabilitiesat time of scan | 11 | 0 | −100% |
| Form submission failure rateintake & contact forms | 18% | 0% | −100% |
| Mobile bounce ratesitewide | 55% | 33% | −40% |
| WCAG 2.1 AA violationssitewide audit | 39 | 0 | −100% |
Built to satisfy what regulated mental health procurement asks for
In Their Words
“We stopped worrying about whether the intake form actually worked. Now we hear about problems from JanBask’s monthly report, before a single client ever notices.”Practice Director, Harborview Behavioral Health
What's Included
Tell us where patients, customers, or members are getting stuck and we'll tell you honestly whether this is what fixes it.
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