Digital service delivery for a hospital serving a whole community

The challenge

Appointment booking, records and billing each ran on separate informal systems. Patients queued for information that could have been sent to them. The board received monthly figures assembled by hand, weeks late, with no way to verify them against source records.

What we did

We worked through this in stages, starting with what had to be true before anything else could be built.

1. Mapped every service the hospital delivers and identified which ones could be requested, tracked or completed digitally without adding burden to clinical staff.
2. Built a patient-facing booking and information layer that works on basic smartphones and slow connections.
3. Connected billing and records so one entry serves both, removing duplicate data capture.
4. Put board reporting on live dashboards sourced directly from operational data.

The result

Measured against the baseline captured during discovery, not against a target chosen afterwards.

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