As Treatwell expanded, the existing platform struggled to keep pace with the growing demands of a multi-specialty healthcare environment. The platform’s limitations hampered request handling, coordination and tracking,  leading to operational bottlenecks and impacting service efficiency and patient satisfaction.

• Login Issues & System Downtime: Staff frequently encountered login failures, disrupting workflows and causing service delays.
• Token Mismatch & Miscommunication: Requests raised across multiple departments and locations often resulted in token mismatches, leading to staff miscoordination, delayed responses, and error-prone reports.
• Inefficient Notification System: Previous SMS-based task notifications led to staff frequently missing alerts, resulting in service delays and inefficient workforce allocation
• Lack of Real-Time Tracking: The absence of a centralized request tracking system made it difficult for hospital staff and supervisors to monitor the status of ongoing requests, reducing accountability and operation efficiency.
• Post-Discharge Process Gaps: Discharge-related tasks (billing, documentation, feedback requests and follow-up instructions) were not standardized, leading to inconsistencies and patient dissatisfaction.
• Limited Patient Engagement & Feedback Mechanisms: The existing system lacked an intuitive way to collect structured feedback or track patient concerns, reducing the hospital’s ability to improve services proactively.
• Scalability & Data Management Issues: As the hospital grew, managing large volumes of patient requests, complaints, and feedback across multiple locations became increasingly challenging without a scalable database solution.