Digital patient services and administrative processes across the MedCan Clinics network

Client

MedCan Clinics Sp. z o.o. operates a network of medical facilities combining private services, primary care contracts with the NFZ (Polish National Health Fund) and telemedicine consultations.

Challenge

Rapid growth in patient numbers and the opening of new locations meant that administrative processes — until then based on paper documents, email inboxes and spreadsheets — could no longer keep up with the scale of operations. The nature of the data processed (medical data) ruled out the public cloud.

Scope of work

• Digital patient onboarding: primary care registration forms, GDPR consents and screening questionnaires as e-forms — at reception and remotely, with automatic data extraction from documents
• Case handling with SLA deadline tracking: complaints, claims and medical records requests in a single register — with automatically calculated statutory deadlines, escalations and generation of standardized letters
• HR and contract processes: onboarding of doctors and staff as a workflow — from contract and license verification to a calendar of periodic medical exams and training
• Billing and procurement workflow: invoices and requisitions between facilities in defined approval paths with a full audit trail
• Internal knowledge base: procedures, NFZ guidelines and organizational announcements in one place

How the engagement worked

Results and value for the client

Shorter new-patient registration times and no more manual re-keying of data; 100% of medical records requests handled within the statutory deadline thanks to SLA tracking; full visibility of complaint and claim status across the entire clinic network; automatic reminders about expiring staff medical exams and training; a single consistent audit trail for invoice and purchase approvals; an environment maintained and monitored without involving the client’s internal IT — supporting GDPR requirements for security of processing.