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Beyond Appointment Booking: Designing an Integrated Patient-Centric Digital Healthcare Journey for Apollo SAGE Hospitals, Bhopal
Subject area: Science,Engineering and Technology · Area of research: Healthcare UX/UI and Digital Health Design
DOI: 10.64388/ire1724938
Abstract
Healthcare experiences involve more than medical consultations. Patients and their attendants may need to identify the appropriate specialist, understand hospital services, book appointments, navigate hospital departments, manage diagnostic tests, access reports and arrange follow-up consultations. When these activities require multiple disconnected interactions, patients may experience confusion, uncertainty, additional effort and avoidable delays. Digital technologies offer an opportunity to improve these experiences by connecting information, services and communication through a unified patient-centred platform. This research paper proposes a human-centred digital healthcare solution for ApolloSAGE Hospitals, Bhopal. The study examines potential opportunities for improving the patient journey through an integrated digital platform incorporating doctor discovery, appointment management, hospital navigation, diagnostic coordination, digital medical records, patient communication and follow-up care. It adopts a user-experience design perspective, combining literature review, patient and attendant interviews, journey mapping, usability evaluation and prototype testing as proposed research methods. The paper recommends a phased digital transformation strategy that prioritises accessibility, simplicity, privacy, interoperability and support for patients with different levels of digital literacy. The proposed framework is intended to reduce informational barriers and improve continuity across the healthcare journey. As primary patient data and usability results have not yet been presented in this paper, the identified problems are treated as research hypotheses rather than confirmed findings about ApolloSAGE Hospitals. Future empirical evaluation will be required to establish the effectiveness of the proposed solution.
Keywords
digital healthcare, patient experience, UX/UI design, patient journey, healthcare accessibility, human-centred design, ApolloSAGE Hospitals, Bhopal
References
[1] World Health Organization. Global strategy on digital health 2020–2027. Geneva: WHO; 2025. Available from: https://www.who.int/publications/i/item/9789240116870
[2] Designing digital patient experiences: the digital health design framework. Appl Ergon. 2024;119:104289. https://doi.org/10.1016/j.apergo.2024.104289
[3] India’s evolving digital health strategy. NPJ Digit Med. 2024. https://doi.org/10.1038/s41746-024-01279-2
[4] Barriers and facilitators for the use of telehealth by healthcare providers in India—a systematic review. PLOS Digit Health. https://doi.org/10.1371/journal.pdig.0000398
[5] Hossain MM, et al. Digital interventions for people living with non-communicable diseases in India: a systematic review of intervention studies and recommendations for future research and development. Digit Health. 2019;5. https://doi.org/10.1177/2055207619896153
[6] ApolloSAGE Hospitals. Official hospital website. Available from: https://apollosage.in/
[7] ApolloSAGE Hospitals. Find a doctor. Available from: https://apollosage.in/doctors/find-doctor
[8] ApolloSAGE Hospitals. Contact and appointment information. Available from: https://apollosage.in/contact
How to cite this paper
@article{1724938,
author = {Satyud Deb, Sourabh Arjariya},
title = {Beyond Appointment Booking: Designing an Integrated Patient-Centric Digital Healthcare Journey for Apollo SAGE Hospitals, Bhopal},
journal = {Iconic Research And Engineering Journals},
year = {2026},
volume = {10},
number = {5},
pages = {1977-1988},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1724938.pdf},
abstract = {Healthcare experiences involve more than medical consultations. Patients and their attendants may need to identify the appropriate specialist, understand hospital services, book appointments, navigate hospital departments, manage diagnostic tests, access reports and arrange follow-up consultations. When these activities require multiple disconnected interactions, patients may experience confusion, uncertainty, additional effort and avoidable delays. Digital technologies offer an opportunity to improve these experiences by connecting information, services and communication through a unified patient-centred platform.
This research paper proposes a human-centred digital healthcare solution for ApolloSAGE Hospitals, Bhopal. The study examines potential opportunities for improving the patient journey through an integrated digital platform incorporating doctor discovery, appointment management, hospital navigation, diagnostic coordination, digital medical records, patient communication and follow-up care. It adopts a user-experience design perspective, combining literature review, patient and attendant interviews, journey mapping, usability evaluation and prototype testing as proposed research methods.
The paper recommends a phased digital transformation strategy that prioritises accessibility, simplicity, privacy, interoperability and support for patients with different levels of digital literacy. The proposed framework is intended to reduce informational barriers and improve continuity across the healthcare journey. As primary patient data and usability results have not yet been presented in this paper, the identified problems are treated as research hypotheses rather than confirmed findings about ApolloSAGE Hospitals. Future empirical evaluation will be required to establish the effectiveness of the proposed solution.},
keywords = {digital healthcare, patient experience, UX/UI design, patient journey, healthcare accessibility, human-centred design, ApolloSAGE Hospitals, Bhopal},
month = {November},
doi = {https://doi.org/10.64388/ire1724938}
}