Case study 01 · Healthcare
Bidhaan Clinic
Healthcare CRM and operations system
A healthcare CRM and operations system connecting patient registration, clinical workflows, payment verification, billing, inventory and financial reporting in one record.
1 · Context
The client and the project
Bidhaan Clinic provides outpatient services that involve several hand-offs within a single visit: registration at reception, consultation with a doctor, laboratory tests and the charges that arise from each. Every one of those steps creates information that administration and finance depend on.
2 · Challenge
The operational challenge
When registration, clinical activity, payments and stock are recorded separately, it is difficult to be sure that every service delivered has been paid for, that discounts and refunds were authorised, and that stock used matches stock recorded.
Management needs a dependable view of activity, revenue, VAT and outstanding balances without assembling it by hand, and needs to know who did what in the system.
3 · Our role
What HornBridge is responsible for
- Workflow analysis with reception, clinical and administrative staff
- System architecture, data model and role design
- Backend, database and interface development
- Financial logic: billing, VAT, receivables and reporting
- Control design: approvals, audit trail and accountability
4 · Approach
How the solution works
Each patient visit is registered once and followed through every service involved. Reception, doctors and the laboratory work on the same visit record, so the status of the patient, the service and the payment is visible to each role that needs it.
Payment is verified before clinical services are delivered. Charges are created from the services themselves, with VAT applied consistently, and any discount or refund requires management approval. Inventory movements are recorded against use, and financial reports are produced from the same transactions, with an audit trail behind each one.
Architecture
How a patient visit flows through the system
Patient services, administration and finance work on the same visit record. Highlighted items are financial controls.
Control point
- 1
Patient services
Reception, doctor, laboratory
- Registration and visit opened
- Doctor consultation
- Laboratory requests and results
- 2
Administration
Reception billing and approvals
- Charges created from services
- Payment verified before service (control point)
- Discount and refund approval (control point)
- 3
Finance
Records and stock
- Billing, VAT and receivables
- Inventory and stock movement
- Audit trail (control point)
- 4
Management
Oversight
- Activity and revenue reports
- Outstanding balances
- Exceptions and approvals log
Every service, payment and exception is traceable to the visit and the person responsible.
Original diagram of the system’s structure. Screenshots are not shown, to protect client and patient information.
5 · Components
Key system components
- Patient registration and visit management
- One patient record and one visit record that every department works from.
- Reception, doctor and laboratory workflows
- Each role sees its own queue and the information it needs for the next step.
- Payment verification
- Clinical services proceed once payment status has been confirmed.
- Billing, VAT and receivables
- Charges generated from services, VAT applied consistently, balances tracked.
- Inventory and stock movement
- Stock received, issued and used, recorded against the activity that consumed it.
- Discounts, refunds and approvals
- Exceptions routed to management for approval and recorded with the approver.
- Financial reporting and audit trail
- Reports drawn from the transactions themselves, with a record of who changed what.
- Role-based access
- Each user sees and does only what their role requires.
6 · Controls
Technical and financial controls
- Payment verified before clinical service delivery
- Management approval for discounts and refunds
- Role-based permissions for every user
- Audit trail on financial transactions and changes
- Stock movements tied to recorded activity
7 · Status
Where the project stands
The system is being designed and developed with the clinic. It is not yet described as deployed, and no operational results are reported.
8 · Benefits
Intended benefits
These are the benefits the system is designed to deliver. They are not reported results.
- Every service delivered can be matched to a payment or an approved exception.
- Management sees activity, revenue, VAT and receivables from one set of records.
- Accountability: each transaction shows who created, approved or changed it.
Practices
Practices involved
Next step
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