The organization, active in, among others, France, Belgium, and Luxembourg, often carried out its processes analogously. Planning appointments and communicating test results followed a process that was not always efficient and more error-prone than necessary. Additionally, the company used laboratory software suitable for biologists but not user-friendly for patients. The lack of digitization led to longer waiting times, a high workload for receptionists, and a fragmented IT landscape where different systems and external parties operated incoherently.

The challenge

This organization faced the challenge of modernizing its outdated processes. From manually scheduling appointments to sending test results by mail, the workflow was inefficient and not aligned with the digital expectations of patients. This project aimed to build a future-proof platform that not only digitizes processes but also lays a sustainable foundation for further innovation and internal software development. The organization needed to not only digitize patient-centered processes but also build an internal software organization to remain sustainable and scalable and to encourage the reuse of the developed software in the future.

The solution

A completely new platform has been developed that digitizes the entire process around blood collection and results communication. Patients can now make appointments themselves, upload documents such as prescriptions and IDs, and securely view their test results online. By implementing a uniform tech stack and an API-based architecture, all applications, such as the “My Account” environment and the appointment module, have been integrated and made scalable. In the discovery phase, it was established that fragmentation within software development needed to be addressed. The recommendation was to set up an internal development organization and maintain a consistent technical stack. External parties are only deployed for specialized software, such as systems for laboratories. Strict security measures and an extensive pen test have ensured that the platform meets the highest security and privacy requirements.

The results

The new platform has completely replaced the analog process, allowing patients to easily make appointments online and view test results securely. This has led to a drastic reduction in the administrative burden on receptionists, resulting in cost savings and efficiency improvements. Waiting times have been minimized, and tens of thousands of patients are served daily. Thanks to the scalability of the platform, a significant portion of the patient population has now transitioned to the new system. The organization’s internal software team now has the tools to independently tackle future developments, ensuring innovation and continuity. The project has not only optimized the processes but also laid a solid foundation for a sustainable digital transformation.