Centro de Salud Santa Inés

The challenge

Our client serves a large, diverse population of students, administrative staff, faculty and the general public across multiple locations. Appointments, specialists and diagnostic studies were coordinated in scattered ways, which led to scheduling conflicts, overbooking and long waits. With no automatic confirmations and no consequences for no-shows, the volume of missed appointments was critical and blocked slots that other patients could have used. The clinical and billing areas ran as separate silos, forcing manual reconciliation against the accounting system. Patient access depended entirely on phone calls or walk-ins, and management had no real-time view of patient flow.

The solution

We built and deployed CSSI, the Santa Inés clinical appointment management system: a multi-site web platform that centralizes the entire patient lifecycle, from first contact through billing.It runs on a microservices architecture with three independent components: the core web application, the user interface, and background processes for notifications and ERP integration. Containerized cloud deployment provides high availability and zero-downtime updates, with access from any browser or device.

The result

A sharp drop in no-shows and a genuine shift in patient behavior.

What we built

• WhatsApp scheduling through a conversational bot that lets patients book appointments and studies 24/7, guiding them through location, specialty, provider and date while capturing their details automatically.
• A notification engine that sends reminders 48 hours ahead, a secure confirmation link at 24 hours, and automatically cancels unconfirmed appointments to free the slot.
• A configurable penalty engine that tracks cancellations per patient and applies automatic tiered restrictions once the limit is exceeded.
• Advanced schedule management: granular availability for physicians, technicians and sites, capacity caps, holidays, vacations, and urgent overrides restricted to authorized staff.
• A centralized medical record and clinical history with ICD-10 coding, specialty-specific dynamic fields and graphical annotations on diagrams.
• Triage and vital signs capture for nursing staff, plus lab and imaging management with schedules, pricing and results upload.
• Two-way synchronization with the Profit accounting ERP, institutional agreements with insurer validation, and multi-currency support.
• Real-time dashboards and morbidity and billing reports exportable to PDF and Excel.
• Granular role-based access and master tables the client can administer without writing code.

Impact and results

• A sharp drop in no-shows and a genuine shift in patient behavior.
• Human pricing errors eliminated and far less time spent on accounting reconciliation.
• More appointments captured outside business hours, easing pressure on the front desk.
• End-to-end traceability, from the first bot conversation to invoice collection, across a multi-site network.