Revolutionizing Patient Experience: A Seamless Appointment Journey for Nethradhama Eye Hospital
The Client
Nethradhama Super Speciality Eye Hospital is a leading eye-care provider based in Bengaluru, India, known for its world-class ophthalmic facilities, cutting-edge technology and highly skilled doctors. With multiple centres and a large daily patient volume, a smooth and reliable appointment journey is critical to their operations.
The Objective
Nethradhama already had an online appointment booking module in place. The goal of this project was to elevate and streamline that experience so it matched the hospital’s standard of clinical excellence.
Key objectives:
- Modernise the user interface to reflect Nethradhama’s premium, technology-driven brand.
- Streamline the booking journey into a clear, guided flow that patients can complete without assistance.
- Make it intuitive to choose branch, speciality, doctor, date and time in a logical order.
- Ensure the module works seamlessly on mobile, catering to a largely smartphone-based audience.
- Improve flow logic and data validation, so bookings reaching the front desk are complete and accurate.
The Challenge
The existing booking module was functional, but there was a strong opportunity to:
- Refresh the UI so it felt more contemporary and aligned with the brand.
- Simplify and clarify the booking journey, reducing points of confusion.
- Present key information: Doctor, location, time, and charges in a way that reassures users before they confirm.
The Solution
The new appointment experience was redesigned as a four-step guided flow with a persistent summary panel like a digital receptionist accompanying the patient through each step.
1 .Experience Principles
Three principles guided the redesign:
- Clarity over complexity – One clear decision per step, with a visible progress indicator.
- Reassurance at every step – A live booking summary that mirrors user selections.
- Respect for time – Minimal back-and-forth, fewer surprises, and no repeated data entry.
2. The Four-Step Flow
Step 1 – Select Appointment
The user starts by setting the basics of the visit:
- Branch
- Speciality
- Doctor
- Appointment Category (e.g., Regular)
A Booking Summary card updates in real-time with the selected doctor, appointment type, and location. This ensures the system clearly understands who the patient wants to see and where before offering slots.
Step 2 – Date & Time
With doctor and branch set, the user chooses a convenient slot:
- A clear calendar and time-slot selection for the chosen doctor at the chosen location.
- The summary now shows:
- Location name and address
- Selected date and time
- Consultation fee / estimated charges
- Location name and address
Quick “Edit Date” and “Edit Time” links let users refine their selection without breaking the flow. A short note clarifies that charges are indicative and may vary based on the final treatment.
Step 3 – Your Info (Patient Details)
The system collects structured patient details with support for both New and Existing patients:
- Mobile number (with country code)
- First & last name
- Email address
- Age and gender
- Additional Notes (symptoms, concerns, prior procedures, etc.)
Fields are grouped logically, with inline validation and messages. The Booking Summary expands to include Patient Details, reinforcing that everything has been captured correctly.
Step 4 – Confirm
The final step acts as a comprehensive review:
- Appointment type and category
- Doctor and speciality (with profile image where available)
- Location and full address
- Date & time
- Patient name and contact details
- Consultation fee and total amount
Patients review and then confirm their consent to the Privacy Policy, Refund Policy and Terms & Conditions, along with receiving updates via Email, WhatsApp, and SMS. A single, clear “Confirm Booking” button completes the process and pushes a clean, structured booking to the hospital team.
3. UI, UX & Logic Enhancements
- Visual & Brand Alignment: Clean, minimal layout using Nethradhama’s colours and typography. Generous spacing, clear headings, and large tap targets for accessibility.
- Responsive, Mobile-First Design: Optimized layouts for smaller screens without losing clarity or progress context. On larger screens, the Booking Summary remains visible throughout.
- Robust Logic & Validation: Time slots only appear after a valid branch and doctor selection. Mandatory fields and structured validation reduce incomplete or inconsistent bookings.
4. Technical Implementation
The appointment booking module was developed using React JS for a dynamic, responsive, and user-friendly interface. Key technical elements included:
- API Integration: The module uses API integration to fetch real-time data for doctors, locations, and available time slots, ensuring users always see the most up-to-date information when booking an appointment.
- Calendar Date API: A date picker is integrated using a Calendar Date API, allowing patients to select their preferred date and time seamlessly.
- Form API: A robust Form API was employed to gather patient details, validate the data, and ensure all necessary information is captured correctly before finalizing the booking.
By utilizing these technologies, the booking system provides a smooth, reliable, and seamless experience for patients while ensuring the hospital’s operational teams receive accurate and complete data.
The Result
The redesigned module has significantly improved both the patient journey and internal efficiency. It has delivered:
- Higher completion rates for online bookings.
- Smoother patient experience, with more clarity and fewer doubts during the process.
- Reduced operational friction for front-desk teams, thanks to more accurate and complete booking information.
- A booking journey that now matches Nethradhama’s brand promise of advanced, patient-centric eye care.
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