About the client
Eye-Q is a leading eye care hospital network committed to delivering high-quality, affordable treatment across India. With a team of experienced specialists and a patient-first approach, Eye-Q combines clinical excellence with modern infrastructure to make advanced eye care accessible in both urban and remote regions. Their mission revolves around cultivating each patient as an Eye-Q Ambassador leveraging superior quality standards, cutting-edge technology in eye care, with personalized treatment and relentless commitment to patient needs.
Country:
India
Industry:
Healthcare
Business Situation
The healthcare industry has witnessed rapid growth, especially after the COVID-19 pandemic, driven by technological advances that have reshaped patient care. Despite these advances, patients and providers still faced enduring challenges such as cumbersome appointment scheduling and long waiting times during visits. The client recognized the need to embrace technology to address these pain points.
Their vision was to create a seamless digital platform that connects patients and doctors, offering a simple, quick way to access expert eye care without hassles.
To realize this vision, the client sought a technology partner with deep expertise in healthcare software development and a thorough understanding of medical regulations, terminologies, and ophthalmology-specific protocols.
Selecting Unthinkable was a strategic choice, given our extensive healthcare experience and proven success in building robust ophthalmology solutions. Our team took on the responsibility to design and develop a web-based appointment booking system that would integrate smoothly with the client’s existing infrastructure. The main objective was to simplify and speed up the appointment scheduling process, enabling patients to effortlessly book consultations with their preferred doctors while saving valuable time and resources.
Key Technical Requirements:
Create an intuitive, user-friendly interface tailored for patients, doctors, and administrators to ensure smooth user experience.
Modernize the legacy hospital management system to boost performance and reliability
Migrate all existing patient data securely to the new platform, maintaining healthcare record continuity
Incorporate stringent security measures to protect sensitive patient information and ensure confidentiality
Customize functionalities to meet the diverse needs of doctors and clinics across different locations, allowing flexibility
The Solution
Unthinkable began the project by gaining a deep understanding of our primary users: patients looking for quick and easy access to eye care specialists, and healthcare professionals who needed an efficient platform to manage their appointments. Following design thinking principles – empathize, define, ideate, prototype, and test—we focused on uncovering the real challenges our users faced.
Team Unthinkable interviewed over four ophthalmologists to explore their struggles with appointment scheduling and identify essential features. Our findings showed that doctors often faced scheduling challenges during emergencies and lacked the flexibility to adjust their clinic hours.
To better understand patients’ perspectives, we connected directly with our client’s customers to understand the pain points in traditional appointment booking methods. Many patients, especially those with busy lives, expressed difficulties in securing prompt appointments, dealing with long waiting lines, and managing unexpected travel challenges. Their feedback guided us in designing features that would significantly enhance their booking and overall care experience.
This comprehensive research helped us clearly define user expectations and build a solid foundation for a detailed project plan.
After doing in-depth research, our business analysts translated the application vision into actionable deliverables like user stories, feature lists, process flows, and interactive prototypes tailored for a seamless web experience.
With a clear roadmap in place, the Unthinkable team began building a cloud-ready appointment booking system developed using .NET Core, Blazor, WebAssembly, and SQL Server. Designed for scalability and usability, the platform serves three core user groups: patients, doctors, and admins- each with customized access and workflows to streamline healthcare operations.
Super Admin Panel
In our cloud-based appointment booking system, the Super Admin Panel acts as the operational command center. It empowers authorized users to manage, monitor, and fine-tune every aspect of hospital workflows.
Dashboard insights
At its core is a dynamic dashboard that delivers real-time visibility into key metrics like upcoming appointments, cancellations, reschedules, and historical data. This centralized view helps hospital administrators make faster decisions, reduce bottlenecks, and maintain a seamless patient experience across locations.
The admin panel serves as the central hub, providing users with administrative rights the capability to oversee, regulate, and optimize diverse hospital system fields.
Content management system
The admin dashboard features a built-in content management system (CMS), empowering administrators to enhance the patient homepage with relevant content. This can include educational blogs, articles, or exclusive health-focused posts authored by medical professionals.
Permissions management
The super admin is in charge of managing permissions, defining user roles and access privileges. This detailed control spans everything from handling appointments to tracking audit logs.
Centre management
Administrators can efficiently oversee and introduce new hospital branches, promoting streamlined operations. This capability also includes forming location clusters, a method for organizing doctors based on location proximity.
User management
The admin interface simplifies the management of user accounts and profiles. It supports seamless user registration, access permissions, and account verification, laying the foundation for a secure and trustworthy user ecosystem.
Doctor Management
Administrators can easily manage and update key doctor details, including specialties, credentials, availability, consultation fees, and location. The system streamlines onboarding, ensures credential validation, and maintains a comprehensive directory of medical professionals.
Hospital Staff Management
In addition to patients and doctors, the admin panel extends its functionality to hospital staff management. Roles such as nurses, receptionists, and other personnel can be efficiently handled, addressing staffing requirements across multiple centers.
Appointment management
Admins have full authority over appointment scheduling and coordination. The panel offers a centralized view of all appointments, enabling them to monitor, reschedule, or cancel bookings with ease.
Availability management
Given the dynamic nature of doctors’ schedules, the admin panel simplifies the task of managing their availability. Administrators can easily configure time slots, block specific dates, and make timely adjustments to accommodate holidays or changes in individual schedules.
Notifications and reminders
Admins have complete authority over the setup and customization of notifications sent to users. These include appointment alerts, key announcements, and general updates, ensuring timely communication and improved user engagement.
Audit logs
The system features a robust audit logging mechanism, enabling admins to monitor all changes within the platform. It provides detailed insights into who made specific modifications and when, supporting transparency and accountability.
Designation management
A dedicated section within the admin panel allows for the management of hospital roles and titles. From Medical Superintendent to CFO and Medical Director Retina, admins can efficiently add, edit, or remove designations ensuring organizational clarity.
Patient Panel
The patient panel is built to deliver a streamlined and user-centric healthcare experience, giving patients direct access to essential tools and services. Its design focuses on simplicity, personalization, and convenience.
Profile management
Patients can create comprehensive profiles by entering key demographic information such as name, phone number, address, and insurance details. The system also allows users to add family members, making it easy to manage appointments for dependents or loved ones from a single account.
Appointment scheduling
The platform offers an intuitive interface for booking appointments. Patients can browse a curated list of available doctors and refine their search using filters like medical specialty, consultation fees, and preferred time slots. This ensures they can find the right healthcare provider based on their specific needs and availability.
Appointment access and management
Patients can easily view both upcoming and previously attended appointments through the portal. The system allows them to modify their schedules by rescheduling or canceling appointments as needed, offering them complete flexibility and control over their healthcare engagements.
Streamlined payment system
The platform supports a range of payment methods, including credit cards, debit cards, and UPI, making transactions quick and convenient. Upon successful payment, patients can instantly download an invoice to present during their hospital visit or for personal records.
Integrated location navigation
Each hospital branch is assigned a unique QR code to simplify navigation. Patients can scan the code using their mobile device, which directs them to Google Maps for accurate, real-time directions to the facility.
Responsive patient support
A dedicated support module ensures patients receive timely assistance via email. Notifications related to appointment confirmations, changes, or reminders are automatically sent. Meanwhile, the admin panel plays a vital role in managing inquiries, resolving issues, and maintaining a high level of patient satisfaction.
WhatsApp-based appointment booking
To enhance responsiveness and user convenience, the system includes WhatsApp integration for appointment scheduling. Patients can interact with a built-in chatbot to select preferred time slots and consult specific eye specialists, streamlining the booking process.
Kiosk-enabled walk-In registration
The platform also supports Kiosk integration, allowing walk-in patients to book appointments directly with available doctors. This eliminates the need to wait at the reception desk or create an online account, offering a faster and more accessible experience for on-site visitors.
Doctor Panel
Designed to enhance the professional experience of healthcare providers, the doctor panel offers a centralized workspace that emphasizes ease of use, operational efficiency, and tailored functionality. It enables doctors to manage their interactions with the platform smoothly and effectively.
Its key features include:
Secure access
Doctors benefit from a streamlined login process supported by OTP-based authentication, ensuring quick and secure entry into the system.
Comprehensive profiles
The panel allows doctors to build detailed profiles showcasing their qualifications, specialties, languages spoken, consultation fees, and preferred time slots. These profiles help patients make informed choices when booking appointments.
Appointment management
Doctors can view, manage, and update their appointment schedules directly from the panel. They have the flexibility to cancel or confirm bookings and monitor appointment status in real time.
Leave request Management
In case of emergencies or planned absences, doctors can request leave and coordinate with the admin to cancel or book specific time slots, maintaining transparency and continuity.
The Impact
Since its rollout, the newly modernized Eye-Q platform has seen strong adoption among patients, largely due to its intuitive and streamlined appointment booking experience. By simplifying the scheduling process, the system has significantly reduced the time and effort required to secure medical consultations.
While feedback from users consistently points to the platform’s ease of use and its practical value in managing healthcare appointments. On the provider side, doctors and administrators have praised the centralized view of upcoming appointments, which has improved coordination and operational efficiency.
The noticeable increase in patient bookings reflects the platform’s effectiveness and the value it delivers to both patients and healthcare professionals. Encouraged by these results, the client has entrusted us with additional projects, an affirmation of their confidence in our capabilities and a new opportunity for us to continue delivering impactful solutions.
