Caredoc is an out-of-hours healthcare service for Irish citizens with urgent medical problems who need to contact a doctor outside of surgery hours.

Since the outbreak of the coronavirus pandemic, thousands of concerned citizens have contacted the Health Service Executive (HSE) to ask for advice on their symptoms. Caredoc’s clinicians were tasked with triaging these calls and phoning back citizens with suspected COVID-19 symptoms to further evaluate their condition and consider the next steps.

This was a brand-new service that needed to be designed and launched under extreme and extremely urgent circumstances. There were no support systems in place. Caredoc required assurance that every incoming call was followed up on and that the outcome of each call was logged and reported in a comprehensive and consistent way.

Without a supporting IT system, Caredoc needed help – and that was when they approached UX Forms.

The task was to implement an internal system that enabled call handlers to log incoming calls and allocate them to the right clinicians to follow up, whilst ensuring that all calls and outcomes were tracked and monitored in such a way that would allow for rapid and comprehensive analysis. The UX Forms solution eliminated manual administrative and reconciliation work, minimising errors whilst also enabling patient enquiries to be resolved more quickly. 

In just a single day, a UX Forms consultant built a production-ready system complete with shareable call logs, access control, automated notification emails, and two dedicated forms – one for the initial call handlers, and the other for clinician follow-ups. The next day, the service passed into production, and since then, UX Forms have been working closely with Caredoc to evolve the solution as the needs of the service are evolving fast.

Michelle Kearns, CIO of Caredoc, said, “UX Forms has changed the way we work. The form saved us two hours of tedious work every day. It also sped up the process for the telephone triage nurses. They were able to document their notes more speedily and effectively, including structured data items and automated email processes. This led to a greater throughput of patients, which meant patients were dealt with in a timely and efficient manner.” 

Martin Gladdish, MD of UX Forms, said, “We are humbled to be able to help a vital service during a time of need and to make a positive difference during these difficult times.”

UX Forms is a joint venture between Equal Experts and developer Martin Gladdish (himself a former EE Associate). It is a simple yet comprehensive software package that provides organisations of all sizes with a suite of powerful tools to create webforms of any type.

UX Forms is available to UK public sector customers via the government’s digital marketplace. Private sector customers or international public sector clients should contact hello@uxforms.com. You can also learn more at the official UX Forms website.