Design, Development and implementation of Web-based Clinic Reservation & Scheduling System for a Major Canadian Care Provider

a . The Customer Environment
This major Laser Eye Surgery Clinic has a number of treatment centers in both Canada and the United States. The Clinic provides eye laser surgery services to its patients in both countries. Management required using technology to provide first class services to its upscale patients, in a cost effective manner. All support services, including bed and doctor reservations and outpatient service management, are provided centrally from Toronto, Canada.

b. The Engagement
The mandate of the project was to design and develop an Internet-enabled customer care, patient and hospital reservation and scheduling system. This new system was required to facilitate the customer service provision, resources scheduling and hospital operations. Once implemented, the solution had to enable patients to receive the highest level of customer care services, including but not limited to operation reservations through phone, e-mail, fax or Internet using the World Wide Web. The system would keep track of all services rendered providing operational control and reporting to management.

c. Achievements and Benefits
• Prepared Project Plan including definition of : project scope, approach, Work Breakdown Structure (WBS) & deliverables.
• Developed Project Organization including team members and other stakeholders, and defined their roles and responsibilities.
• Developed service requirements including the new workflow and customer support business processes.
• Conducted interviews, collected requirements and developed a comprehensive Hospital Reservation, Scheduling & Customer Services Requirements Specification document, which were approved by client management.
• Prepared systems functional specifications and developed the architecture.
• Logical and physical data and data base design were completed.
• The integrated reservation, scheduling & customer care software system was developed and tested.
• System was installed and integration testing performed.
• The users were trained and the system was implemented and deployed.
• The development environment was MS / NT Server, with MS SQL Server 6.5 as the relational DBMS.