Reimagining Mobile Self-Service for Health-Plan Members
A unified mobile platform that transformed patient experience and reduced call-center volume by 45%
The Client
Seguro Americano is a medical–surgical organisation that serves tens of thousands of members across two high-complexity clinics. Its service portfolio spans outpatient visits, laboratory tests, pharmacy and parking. The leadership set an ambitious goal: deliver a seamless, mobile-first experience that would match modern consumer expectations and free call-centre capacity for truly critical queries.
The Challenge
Scheduling an appointment or downloading lab results still required picking up the phone or queuing at a service desk. Long wait-times inflated call-centre costs and frustrated patients, while high no-show rates left consultation slots idle. Digital services were scattered across multiple portals with minimal integration to the hospital core, so every mobile attempt felt slow and disjointed. Seguro Americano needed one secure app to unite all key touch-points, streamline booking and shrink the burden on traditional channels.
The Solution
Tech stack used:
We built a hybrid mobile application for iOS and Android that aggregates every critical service behind a modern API wrapper:
- A one-tap booking flow lets members search by specialty, clinic or physician and confirm appointments instantly.
- Smart reminders push notifications 24 h and 2 h before the visit, allowing users to confirm or cancel and giving doctors real-time status.
- Integrated results provide immediate access to lab reports and clinical PDFs—no more portal hopping.
- Value-added extras such as parking reservations, pharmacy orders and complimentary coffee via vending machines live in the same profile.
- A REST wrapper normalises legacy web-services, adds caching and secures every call—future-proofing the backend while shielding sensitive endpoints.
See it in action
Results and impact
Testimonials
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"The new app nearly halved our scheduling calls"
The new app nearly halved our scheduling calls and, for the first time, gives us live metrics on what members value most.
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"It's like having the clinic in my pocket."
I can book a visit, reserve parking and download my labs right from my phone—it's like having the clinic in my pocket.
Key Differentiators
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Unified experience:
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Security by design:
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Ready to scale:
This solution is designed for health institutions aiming to reduce call-center costs and improve patient self-management, as well as for clinics seeking to merge scheduling, results, and pharmacy into a single mobile channel. It also serves medical groups looking to scale their digital offering through a secure, flexible, and growth-ready architecture.
Next Steps
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Real-time chat
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Payments
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Badges
Ready to see it in action?
Or do you have a specific challenge in your medical practice or institution?
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