Healthcare App Usage Review

Who this is for

Clinic managers, hospital patient-experience leads, and app publishers who already have a live healthcare app — appointment booking, patient portal, medication reminder, or ward charting — and need an independent account of where people stall.

What you receive

A findings pack in English (Bahasa Malaysia excerpts on screens we actually saw). It names the screens, the queue context, the language mix, and the moments a patient closed the app or a nurse switched to paper. It is not a software build, not a licence, and not a clinical audit of medical decisions.

Included

• Kick-off call to map which app, which campus, and which two user groups (for example counter staff and first-time outpatients)
• Read-only access planning and a short consent script for anyone we sit beside
• Up to three observation half-days on site in Kuching, or travel billed separately elsewhere in Sarawak
• Remote walkthrough of remaining screens with your nominated staff
• A written pack: journey notes, wording problems, drop-off points, and a short list of changes you can take to your vendor
• A one-hour readout at our office on Level 7 or by video

Excluded

• Rewriting the app or hiring developers
• Medical-device certification, hospital accreditation paperwork, or legal opinions on PDPA
• Mystery shopping that hides our identity from patients; we introduce the review when we sit with someone
• After-hours ward observation unless a night-shift add-on is agreed in writing

How the weeks run

Week one is access and a paper map of the current screens. Week two is observation: waiting hall, counter, and one clinical area you name. Week three is remote follow-up on edge cases (password reset, Bahasa toggle, family member booking). Week four is the pack and readout.

Preparation from you

A named host on the floor, two test accounts if the live app needs them, and written permission to photograph empty public screens. We do not copy patient records into our notes; we describe patterns (“three people stalled at IC upload”) without identifiers.

Constraints

We work in English and Bahasa Malaysia. Other languages on screen are noted but not fully reviewed unless agreed. If the vendor cannot grant access within five working days, the calendar slips; the fee does not increase for that delay, but the end date moves.

Price basis

Quoted after a short scoping note. A single-campus clinic app is typically smaller than a hospital portal with billing, results, and parking. Fees are for the review, not a monthly subscription.

Next step

Write to us with the app name, campus, and whether staff may be observed. We reply within two working days with a scope sketch and a fee range.