How a multi-tenant medical SaaS platform replaced fragmented tooling with a single, compliant workflow — from patient registration to IoT waiting-room displays — and put the patient voice at the centre of continuous improvement.
When a regional polyclinic network approached us, the symptoms were familiar to anyone who has worked in modern healthcare IT — three different software tools, paper queue tickets, no visibility for the patient in the waiting room, and absolutely no structured way to capture what patients thought of the experience after they walked out the door.
The brief was clear in its outcome and ambitious in its scope: deliver a single, secure, GDPR-compliant SaaS platform that handles the entire patient journey — from the moment a personal code is typed at the reception desk to the star rating submitted from a phone an hour after the patient gets home. The result is InfoMed365, now in production across the network and engineered to scale to any clinic operating within the European Economic Area.
This success story walks through what was built, what it replaced, and where the platform is already delivering measurable results.
01 · Public AreaOne front door. Zero passwords.
Healthcare staff don't have time to manage another password. The public-facing entry point to InfoMed365 is intentionally minimal — a single sign-on screen tied directly to the organisation's Microsoft 365 identity provider. No local credentials are stored on the platform, which means user provisioning, deprovisioning, and conditional-access policies all stay where they should: under the IT department's existing governance.
From a security posture point of view this is a small change that pays out enormously: the platform inherits TLS 1.3 in transit, AES-256 at rest, and full RBAC through Microsoft Entra ID, while audit trails remain immutable for compliance reviews.
02 · Staff AreaThe clinic, on a single screen.
Behind the login lives the operational heart of the platform. The staff area is where receptionists, doctors and clinic managers run their day — and every module is designed so that information flows naturally from one step to the next without re-keying a single field.
Dashboard — real-time clinic overview
The doctor's landing page shows what matters in the next ten minutes: active patients, who is next in the queue, today's appointment count, and the average consultation time. A live feed sits underneath so that any room transfer, conflict flag, or archived ticket is visible in real time across the team.
Registration with national health-record lookup
Reception staff type the patient's personal code and the platform fetches verified identity data directly from the national e-health registry (E-veseliba), so first name, last name, and date of birth are never re-typed. Staff assign a service from a drop-down, generate a queue ticket and print it on the Epson TM-m30II thermal printer at the reception desk. Each printed ticket carries a unique number plus a feedback link — a small detail that turns out to matter a lot later.
Global patient dispatch — the live queue board
Every doctor and every consultation room shares one live board. Patients flow through four states — Queue, In Progress, Completed, All Checks Done — and any team member can forward a patient to the next room, archive a completed case, or roll back a state if needed. Treatment time is tracked per doctor automatically, which feeds directly into the average-consultation KPI on the dashboard.
My Doc — focused room view
Doctors don't want to see every patient in the building — they want to see who is in their room right now. My Doc filters the global dispatch to a single room, shows the patient's verified E-veseliba details, and exposes the start-treatment action with a single tap.
Patient SMS hub
When a check-up is ready, when documents are available for pickup, or when a slot has changed, staff can fire an SMS to any patient in the queue from a templated composer. Delivery status is tracked, the last ten messages are visible at all times, and patient numbers are masked in the history view to respect privacy by default.
03 · IoT AreaThe waiting room, finally informed.
A clinic is not just clinicians and patients — it's also the screens on the wall above the reception desk and the room doors. The IoT layer of InfoMed365 turns any commodity display into a live patient information board, multilingual by design (English, Latvian and Russian on a 15-second cycle), and entirely zero-touch for the staff.
The same back-end that drives the staff queue board drives the waiting-room display. When the duty doctor presses Forward → in the staff area, the ticket appears highlighted on the wall display in under a second. Patients see exactly which ticket has been called to which room, and the friction of "is it my turn?" simply disappears.
Resilient by design
The IoT module runs on long-lived WebSocket channels with automatic reconnect — and during the pilot phase the support team caught a race condition in the socket reconnect handler that was triggering once every ~20 minutes on a specific terminal. A hotfix was deployed the same day through the platform's zero-downtime rolling release pipeline. That responsiveness, more than any single feature, is what convinced the operational lead that InfoMed365 was a long-term partner rather than a vendor.
04 · Patient VoiceThe detail that quietly changed everything.
Every printed queue ticket carries a QR code and a manual link that takes the patient to infomed365.com/patient-reviews, pre-filled with the ticket ID. That single design choice turned a captive audience — a patient sitting in a waiting room with their phone in their hand — into a continuous feedback loop tied directly to the doctor, the room, and the service they just received.
From silent foot-traffic to a structured five-star feedback loop.
Reviews are anonymous to the public board, but internally linked to ticket, doctor and check-up type — so the management team can see exactly where the experience is strong and where it needs attention.
The review module isn't just a vanity metric. Internally, reviews feed an analytics view filtered by doctor, room, and service type — and the clinic management uses the trend lines to identify training opportunities, staffing imbalances or process bottlenecks. A 4.8 average across more than a thousand reviews in the first quarter of operation isn't a number on a slide; it's a daily, structured pulse on patient experience that simply didn't exist before InfoMed365 went live.
05 · ResultsMeasurable, from day one.
The numbers below come from the first quarter of operation across the pilot polyclinic network, comparing month-over-month metrics from the legacy stack to the InfoMed365 production environment.
Beyond the headline metrics, the operational team reports that the average reception check-in dropped from roughly 90 seconds to under 25 seconds once the E-veseliba lookup replaced manual data entry, and that the volume of "where do I go next?" questions at the reception desk effectively dropped to zero after the IoT displays went live.
Compliance, built-in — not bolted-on
- GDPR (EU 2016/679) — data residency within the European Economic Area, immutable audit logs, configurable retention.
- EU MDR 2017/745 — engineered to medical device software standards (ISO 13485).
- ISO 27001 — certified information security management at the service-operator layer.
- Latvian Pacientu tiesību likums — full alignment with national patient rights law.
- Annual third-party penetration testing and continuous deployment with zero-downtime rolling releases.
06 · What we learnedThree takeaways for the next clinic.
If we were to summarise the implementation in three bullets that we'd hand to the next clinic considering this kind of platform, they'd be these:
- Identity is the lock — don't reinvent it. Tying the platform to the existing Microsoft 365 tenant removed an entire category of risk and an entire category of helpdesk work. SSO is no longer optional in regulated environments.
- Tie the waiting room to the same data as the staff queue. The IoT display is not a separate scheduling tool — it's a view of the same live state. That eliminates an entire class of synchronisation bugs and gives patients honest information.
- Capture the patient voice at the point of friction. A QR code on a ticket the patient is already holding produces dramatically more reviews than an email survey sent three days later — and the structured data feeds straight back into operational decisions.
Interested in a similar deployment?
InfoMed365 is engineered by dotCLOUD and operated regionally by MedIT Pro. We are actively onboarding clinics, polyclinics and hospital networks across the European Economic Area.