OFFLINE CHECK-IN

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DoctorHere: Optimizing Offline Check-in Experience

DoctorHere, a US-based healthcare service, primarily focused on telemedicine. However, with the introduction of a hybrid care model, the influx of in-person consultations exposed inefficiencies in their paper-based check-in process. This project aimed to streamline the user experience and expedite insurance processing by integrating both in-person and remote consultation data into a unified electronic record system at the point of check-in.

TEAM

DoctorHere Design Team (3 members)

PRIMARY ROLE

Tablet UI/UX Design UI/UX Strategy Service Flow Optimization

Duration

2 months

Project Context

DoctorHere’s transition to a hybrid model and expansion of insurance coverage led to a tenfold increase in monthly patient visits within a single month. This sudden surge overwhelmed all departments, resulting in a cascade of issues affecting patient satisfaction, staff workload, and overall service quality.

How might we enhance focus on patient care for both patients and doctors?

Design Challenge

We identified three critical pain points impacting patients, medical staff, and business operations. Our approach prioritized solving the most pressing patient issues while maintaining service continuity and seeking rapid solutions.

Key Improvement 01

Seamless Integration of Online and Offline Services

Solution:
- Implemented phone number-based patient lookup
Impact:
- Patients gained access to online services
- Medical staff utilized consistent recording methods across all patient types
- Centralized reservation system streamlined operations

We also designed an error handling flow to manage edge cases, ensuring a smooth experience even when unexpected issues arose.

Key Improvement 02

Digital Transformation of Check-in Process

Solution:
- Introduced electronic questionnaires and document management
Impact:
- Dramatically reduced manual data entry for patients
- Shortened check-in times
  Allowed patients to focus on their visit purpose and medical history
- Freed up 5-10 minutes per patient for medical staff to focus on consultations

Key Improvement 03

Real-time Synchronization for Efficient Follow-ups

Solution:
- Implemented real-time data synchronization between systems
Impact:
- Resolved inconsistencies between electronic records and offline services
- Eliminated bottlenecks in prescription processing, test communication, and insurance claims
- Enabled faster patient follow-ups
  Reduced insurance claim processing time by over 50%
- Transformed month-long post-billing payment periods into real-time transactions

Results and Impact

The optimized check-in process is now fully operational, delivering significant improvements:

- Reduced pre-consultation waiting time up to 40%
- Increased medical staff focus on patient care
- Streamlined post-consultation processes
- Expedited insurance claim handling
- Improved overall patient and staff satisfaction

This project demonstrates how strategic UX improvements can transform healthcare delivery, enhancing both patient experience and operational efficiency.