What the hospital was dealing with
Aegis Healthcare operated entirely through a 12-seat call centre for all patient appointment management. During peak morning hours, call abandonment rates reached 28% — meaning nearly 1 in 3 patients gave up and potentially sought care elsewhere.
Patients who needed lab reports had to physically visit the clinic counter to request a print-out. Prescriptions were on paper only. There was no digital record patients could access independently, creating dependency on staff for every interaction and leading to repeated follow-up calls that clogged the call queue further.
The management team wanted a branded digital presence that matched their clinical reputation — not a generic third-party aggregator that sent patients to competitors.
How Goolk AI approached it
Goolk AI built a fully white-labeled patient app for iOS and Android — branded entirely under the Aegis Healthcare identity, with no third-party booking platform branding.
Booking & Scheduling: Patients view real-time doctor availability calendars, book by specialty, and pay via UPI or card. Auto-confirmation is sent via push notification, SMS, and WhatsApp simultaneously.
Digital Records: The app connects via secure APIs to the hospital's EMR. Lab reports are pushed to patient profiles the moment the laboratory releases them. E-prescriptions are auto-converted to signed PDFs and delivered through the app.
AI Triage Assist: A lightweight symptom-checking flow guides patients to the appropriate specialty before booking — reducing misdirected appointments by 18%.
Re-engagement Engine: Automated follow-up workflows remind patients about upcoming appointments, medication schedules, and health checkup due-dates — reducing no-shows by 32%.
Measured results at 90 days
Within 90 days of launch, online booking volume increased by 85%. Inbound call centre volume dropped 40%, freeing staff to handle complex clinical queries.
78% of patients discharged from the hospital registered on the app within 24 hours of receiving the QR code at the billing counter. The app earned a 4.8-star rating on iOS App Store and 4.7 on Google Play within the first three months.
The hospital chain reported a measurable improvement in patient retention, with returning patients booking digitally at a 91% rate after their first app appointment.
ROI calculated from 40% call centre cost reduction + improved patient lifetime value from digital re-engagement.
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What we built it with
How we delivered it
UX design & patient journey mapping
Designed patient booking and record-access flows with senior citizens in mind. Low-literacy UI patterns tested with real patients in a Coimbatore clinic.
EMR API integration & backend
Built secure API connectors to existing EMR for live schedule sync, lab report push, and e-prescription generation.
Payment, notifications & triage
Integrated Razorpay UPI rails. Built WhatsApp + push notification pipelines. Configured the AI symptom triage routing logic.
App store submission & launch
Submitted to Apple App Store and Google Play. Installed QR registration cards at all billing counters. Staff trained on digital handoff process.
Most IT firms deliver slide decks. Goolk AI delivered a live patient app in 8 weeks that immediately resolved our call queue crisis and gave our brand a premium digital face. Patients now rate us before they even meet the doctor.Managing DirectorAegis Healthcare Group, Tamil Nadu
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