Midtown Multi-Specialty Hospital
Bangalore, India
28% faster average discharge time
65% reduction in nurse follow-ups
Improved billing–pharmacy coordination
Background
Midtown Multi-Specialty Hospital manages a high daily patient volume across medical, surgical, and ICU units. Discharge coordination involved multiple departments, each operating with limited real-time visibility into task completion.
The challenge
Nurses were spending a large portion of their shifts following up with billing, pharmacy, and transport teams. Updates were shared through phone calls and informal WhatsApp messages, leading to missed handoffs and discharge delays—especially during peak hours.
The approach
ChatOps.health was introduced as a lightweight coordination layer built directly on WhatsApp. Discharge workflows were structured into clear steps, with automatic status updates visible to all departments involved.
The outcome
Within weeks, discharge coordination became more predictable. Departments worked off a shared real-time view, reducing dependency on manual follow-ups and escalation calls.
Results
- Average discharge turnaround time improved by 28%
- Nurse follow-ups reduced by over 60%
- Smoother inter-department communication without new software
Conclusion
By structuring existing communication rather than replacing it, Midtown Hospital achieved measurable operational improvements with minimal disruption to daily workflows.