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Client stories
These are accounts of specific screens and shifts, not star ratings. Names are used with permission; some first names are shortened.
Short notes
Farah, family clinic owner, Batu Kawa. “They timed our WhatsApp-to-app jump. Patients were screenshotting the doctor list because the in-app list sorted by English surname and our board uses Malay given names. We asked the vendor to add the name as printed on the appointment card. The review did not fix our no-show rate; that was never the brief.”
Hafiz, pharmacy lead, hospital satellite. “The refill reminder used ‘OD’ on the lock screen. Older patients thought it was a password. Mei marked twenty-odd strings like that. I still wish they had stayed for a Saturday peak; we only budgeted a weekday.”
Siti, patient-experience, private hospital. “Lina sat through our OTP failures when the hall’s signal dipped. The pack was specific: which step, how many people, what the clerk did instead. I would have liked more on the parking add-on; we ran out of days.”
Jonas, vendor project manager (not a clinic). “They were polite with our engineers and ruthless with our onboarding copy. One reservation: they refused to score us against other hospitals, which our sales team had wanted.”
Story: the kiosk that asked for the IC twice
A Kuching outpatient department had installed a standing kiosk beside the number dispenser. File Studio Base’s booking walkthrough followed eight consenting patients. Four of them typed the IC on the kiosk, then again in the phone app because the kiosk ticket did not carry the number forward. Clerks were photocopying ICs “in case the kiosk lost it.”
The findings pack recommended a single capture at the kiosk and a printed ticket that the phone app could read as a short code — a vendor change, not a new machine. Three months later the follow-up pulse showed the double entry gone; a new stall had appeared on the payment preview for cash-paying patients who never use the in-app wallet. That honesty — the stall moved — is why we still write pulses.
Story: night-shift charting, declined then scoped
A ward asked for overnight observation of a charting app. We first declined because the original fee assumed day shifts. After a night-shift add-on was signed, Arun stood with two nurses at 01:40. The app required a Wi-Fi captive portal every time a trolley moved between bays. Nurses kept a paper vitals sheet “for the hours the portal loops.” The pack named the captive portal, not the nurses.