Registering a visit — 12 minutes instead of 40

Context and challenge

The front desk kept appointments in a paper log and Excel: double bookings for the same slot, lost patient cards, and up to forty minutes to register a visit with the patient’s history. Reporting for the state healthcare systems was compiled by hand at the end of each month — it took an administrator up to three working days and regularly led to errors and resubmissions.

Solution and the team’s role

Analysis. For a week we observed the front desk and doctors at work on site, not through presentations. We mapped the real process — from the patient’s phone call to submitting the report — and calculated the cost of every manual step.

Design. We designed the system around two circuits: the front desk and doctor workstations, and data exchange with government services. Protection requirements for personal medical data were built in from the start, not added later.

Development. First we launched online booking and the electronic patient record — the things that relieve the pain immediately. Then came integrations with government information systems, so that reports are generated from working data rather than compiled from scratch.

Launch and training. The transition was phased: for two weeks the system ran in parallel with the paper log, and staff were trained during real appointments. AI was built into exactly one point where it pays off: a draft consultation record is generated automatically from the structured visit data, and the doctor reviews and signs it.

What we changed after launch

Older doctors did not take to the first electronic record interface — too many fields on screen. We reworked the doctor’s workstation around a “minimum clicks per appointment” scenario: one window, large elements, and only the mandatory fields the regulator requires. After that the system was used by every doctor, not just the “digital” ones.