Price: 0
Number of applications: 5
18.06.26 (inclusive)
Under discussion
Idea
ICT tasks
Medicine
Other technological solutions
Software/ IS
Communication with patients is one of the weakest and most resource-intensive business processes in private clinics in the CIS. High No-show rate: Patients often forget about the appointment. In clinics where there are no automated reminders, the loss of revenue due to "empty" doctors' windows can reach 20-30%. Overloading the registry with manual calls: In order to reduce the percentage of no-shows, clinic administrators are forced to spend up to 50% of their working time manually calling the patient database the day before the appointment. This creates huge queues at the reception desk, as the receptionist is on the phone, ignoring incoming patients . Loss of fiscal documents: Paper receipts are often lost. When a patient needs a receipt for a tax deduction, they contact the clinic, which causes bureaucratic red tape and distracts cashiers from accepting payments from current customers. Expensive and inefficient SMS messages: The use of classic SMS is very expensive for clinics, while SMS does not support sending files (receipts) and does not allow the patient to easily respond to the message. Blind spot as a service: In most clinics, the head learns about the patient's dissatisfaction only after he leaves a devastating review in 2GIS. There are no tools for instant feedback collection (NPS) immediately after admission.
The launch of the Notification Engine will radically transform the service level of clinics and their financial performance: Maximizing the workload of doctors: Systematic and trouble-free reminders 24 and 2 hours before the appointment will minimize patient absences and disruptions of procedures . This will be a key driver for achieving the strategic goal of increasing the occupancy rate of doctors' schedules to the target 85-90% . Freeing up staff resources: Full automation of mailings and notifications will save the administrators of the registry from the need for manual phone calls. This will directly affect the achievement of the KPI of the business plan to reduce administration time by 35-50% . Increased loyalty and LTV (Premium Class Service Level): Patients will highly appreciate the clinic's digital approach - automatic receipt of PDF receipts in WhatsApp and polite reminders . It is expected that the implementation of this module will ensure a steady increase in satisfaction with the interface and service while achieving the NPS target of ≥ 8/10 . Protecting the reputation of the clinic: Automatically collecting feedback immediately after the visit will allow managers to "intercept" the negative of dissatisfied patients in personal correspondence, preventing complaints from being released into the public space (on the Internet), which will preserve the impeccable reputation of the medical institution.
Amina Agzamova
Purpose and description of task (project)
Create a reliable, fault-tolerant core for automatic interaction with patients without human intervention. The main objective of the module is to build a seamless digital service that will promptly remind patients of visits, instantly send supporting documents after payments, and collect feedback (NPS) to increase overall loyalty to DCH partner clinics. Detailed description of the functionality and technical solutions: Microservice architecture and Task queues: The notifications module is allocated to a fully independent microservice (notifications) based on Node.js . A queue broker (BullMQ) is used to process a huge array of outgoing messages and incoming webhooks without delay, ensuring message delivery and processing in less than 30 seconds . Omnichannel integration: Deep integration with ChatApp service is being implemented to work with WhatsApp Business API, as well as with Facebook Messenger . Additionally, backup (fallback) communication channels are configured: if the patient does not have WhatsApp, the system automatically sends a notification via the Kazakhstan SMS aggregator, and duplicate receipts are sent to Email via SMTP/SendGrid . CRON Schedulers and schedule triggers: Background CRON scripts are deployed on the server, which scan the DCH Calendar database every minute . 24 hours and 2 hours before the scheduled time, the system automatically generates and sends the patient a personalized message with a reminder of the visit, the address of the clinic and the name of the doctor. "Two" way communication and Webhooks: When receiving a reminder on WhatsApp, the patient can respond, for example, by clicking the "Confirm" or "Cancel" button. "ChatApp"'s incoming webhook is processed by the DCH server, which automatically changes the status of the entry in Calendar 2.0 (for example, to "Confirmed" or "Canceled"), instantly updating the administrators' interface. Automatic sending of receipts and documents: The notification module is tightly connected to the Cash Register module. Immediately after successful payment, the system (without the participation of the cashier) generates a PDF receipt detailing the services and sends a link to it to the patient via WhatsApp or Email . Feedback Collection (NPS): An hour after the registrar sets the status "Arrived", the Notification Engine sends the patient a short questionnaire (Net Promoter Score) with a request to evaluate the quality of the doctor's appointment from 1 to 10. If the score is low, the head of the clinic immediately gets an alert to resolve the conflict promptly.
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