Patient intake across three systems that didn't talk. Now it's one clean flow.

Front-desk staff at every site were retyping patient details between three records systems by hand, because none of the vendors talked to each other. Insurance approval took about four days on average — long enough that a chunk of booked appointments turned into no-shows, because patients didn't realise their coverage was confirmed. Their medical chief was blunt with us: she didn't want a vendor, she wanted a partner who'd treat patient data the way her staff did. We agreed to a privacy-led discovery before a line of code was written.

1. Before anything else, every piece of patient data was mapped, along with how it would move — their privacy officer signed off on the flow before we wrote a line.
2. Two weeks shadowing the busiest site filled in the picture: every hand-off between systems, every point where data got duplicated or lost.
3. Then a run through every insurer — which supported instant approval, which needed someone working a portal, and which still ran on faxed forms. (A few still ran on faxed forms.)

• Their privacy officer was in from day one and signed off on anything that touched patient data before it shipped.
• We had weekly sessions with the front-desk leads from each site — they shaped the workflow staff actually use, we handled the wiring underneath.
• The what-to-do-if-something-goes-wrong plan was written together with their compliance team before launch; their auditor later used it as the example for everyone else.

• The system sits between the three records systems and a single patient record. Data moves one direction at a time per step, with every field change logged.
• Insurance approval runs automatically against the insurers that support it. The few fax-only ones get a different path: the form is generated and queued for the front desk to confirm.
• Every read and write is logged, and the review version hides names — an auditor can trace anything without ever seeing a patient.
• Patients confirm their details once, and it routes to the right system for their site and kicks off approval with the right insurer.