Moving our clinics off paper.
- My part
- Research, specs, testing, rollout
- Users
- Doctors and clinic managers
- So far
- 600+ consultations, 400+ therapies
Before EKAM
Clinics wrote everything on paper. Nobody could say how many enquiries came in, how many therapies were done or pending, or which therapy a patient was on. Follow-ups got missed.
What I did first
I sat one-on-one with doctors and clinic managers and asked what goes wrong in a normal day: with patients, with messages, with follow-ups. A senior doctor from our US market helped decide what the examination and prescription must hold.
I turned what I heard into PRDs, user stories and acceptance criteria, and ran the backlog in Asana.
How a patient moves through EKAM
- BookingThe patient gets a WhatsApp confirmation.
- ConsultationIf it has not started on time, the patient gets a message and the clinic manager gets an alert.
- RecordPrescription, therapy, notes and history, including family history, in one place. A doctor can open any patient at any time.
- Follow-upThe clinic manager sees which follow-ups are due.
- FeedbackA low NPS score alerts leaders by email and WhatsApp, and one of them calls the patient.
How I tested and rolled it out
I compared the new clinic manager app with the old one, with a screenshot behind every finding. I wrote the SOPs and trained clinic staff.
We went live at two sites first, our online consultation team and the Koramangala clinic, to find what still hurt. We fixed the main issues before the wider rollout.
Status
600+ consultations and 400+ therapies recorded. The other 19 clinics are planned to go live by the end of December.
What is next
A room-booking engine for our retreat programme. Today it is a Google Sheet prototype. I am writing the PRDs.