DELIVERING A MODERN SELF-SCHEDULING PLATFORM FOR AT-HOME CARE
Find out how DBB Software helped a leading provider of in-home urgent medical care build a scalable digital self-scheduling and onboarding platform that enables patients to request care independently while reducing call-center load and improving insurance data accuracy.
Industry
Healthcare & Biotech
Service
Web Development
Team
1 Engineering Manager, 2 Team Leads, 1 DevOps, 3 FE Engineers, 4 BE Engineers, 2 Tech Support, 1 Designer
Project State
August 2021 - Ongoing
Country
United States
About the Client
DispatchHealth delivers high-quality, on-demand urgent care directly to patients’ homes, giving patients an alternative to emergency rooms, urgent care clinics, and hospital visits. Their model reduces healthcare costs, increases convenience, and improves patient outcomes by bringing medical teams directly to where patients live.
THE CLIENT'S INITIAL REQUEST
DispatchHealth approached DBB Software to design and build a digital self-scheduling platform that would allow patients and caregivers to independently request medical care, significantly reducing reliance on call-center operators and increasing the accuracy of data collected before a medical visit.
Introduce Independent Patient Self-Scheduling
Create a digital flow where patients and requesters can request home medical care without calling the access center.
01
Reduce Call-Center Costs
Shift a significant portion of care requests from phone calls to self-service digital workflows, lowering operational expenses.
02
Improve Data Quality & Insurance Collection
Enhance the onboarding process to gather more accurate patient information, especially insurance details, before dispatching clinical teams.
03
Support Dispatchers & Clinical Operations
Ensure the platform seamlessly integrates into existing DispatchHealth systems and improves the information available for triage and dispatch.
04
SOLUTIONS WE DELIVERED
DBB Software implemented the end-to-end digital flow that allows patients to independently request care, eliminating the dependency on call-center agents.
Patient Demographics & Medical Data Collection
Built structured flows for gathering patient demographics, preferred contact details, and medical decision-making (MDM) information.
Insurance & Eligibility Capture
Implemented a streamlined insurance collection flow within the onboarding process, ensuring patients provide accurate coverage details before scheduling.
Address & Time Window Scheduling
Developed features enabling users to precisely enter their address, verify service availability, and select a preferred time window for their in-home visit.
Integrated Care Request Experience
Ensured all onboarding data flows seamlessly into DispatchHealth’s backend systems, supporting triage logic, operational decision-making, and medical team scheduling.
RESULTS ACHIEVED
Shift Toward Digital Requests
Enabled patients and requesters to schedule care independently, reducing reliance on call-center operators.
Lower Operational Costs
Early indicators show fewer inbound calls and more self-service digital requests, contributing to reduced call-center spending.
Improved Data Accuracy
Enhanced demographic, insurance, and MDM collection ensures clinicians receive complete information before arriving on location.
Streamlined Patient Experience
A structured, easy-to-use digital onboarding flow helps patients request urgent care in minutes, increasing satisfaction and reducing friction.
Scalable Foundation for Future Features
The platform continues to evolve with new scheduling, insurance, and clinical data, supported by an ongoing engineering partnership.
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