Each hospital ran its own appointment desk and legacy HIS. Patients repeated their history at every visit; follow-ups depended on phone calls that half the time went unanswered.
A patient-facing app and unified scheduling layer integrated with three different HIS systems, automated reminder and follow-up journeys, and a consent-first records view — engineered around healthcare data-privacy requirements.
Integration was the product
The visible app was the easy half. The value came from a canonical patient and schedule layer stitched across three HIS vendors that did not agree on how a patient is identified, how an appointment slot is defined, or what a completed visit looks like. Reconciling that — and aligning the result to FHIR rather than to whichever vendor happened to be loudest — is what lets a patient treated in any of the 14 hospitals see one coherent record instead of fourteen partial ones.
Consent is the gate, not a checkbox
Unifying records makes information available that was previously kept apart by accident rather than by design. Building consent in at the point of access — who may read which record, for what reason, and with that access itself recorded — is what makes the unified view defensible rather than merely convenient.
Fourteen desks, one schedule
Every hospital had run its own appointment desk with its own rules: clinic hours, doctor availability, how walk-ins are absorbed. A shared scheduling layer had to accept those differences as real instead of flattening them, while stopping them leaking into what a patient is shown as bookable.
The cheapest thing in the system
Follow-up had depended on phone calls that half the time went unanswered, each one occupying a person for as long as it rang. Automated reminder and follow-up journeys took no-shows down 22% and call-centre volume down 34% — one change, read from both ends.