How sterloCare Improved Patient Experience and Service Request Management in a Multi-Specialty Hospital

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This case study explores how a hospital implemented sterloCare’s Caretaker Patient Concierge & Complaint Management Software to streamline service requests, improve staff coordination, and resolve complaints faster resulting in greater transparency and a stronger patient experience.

"Implementing sterloCare transformed how we handle patient service requests and complaints. The no-code platform made it easy to customize workflows and integrate with existing systems, leading to improved staff collaboration and a noticeably better patient experience."

A 700+ Bedded multi-specialty hospital was facing growing challenges in managing inpatient service requests and patient complaints. Patients and their attendants frequently lacked clarity on the appropriate point of contact for assistance, leading to unresolved concerns, repeated follow-ups, and decreased satisfaction due to the absence of a centralized patient management software and support workflow.

Non-clinical requests such as housekeeping, food ordering, maintenance, and room services were handled informally through ward nurses and administrative staff, reducing their availability for patient care, increasing non-clinical responsibilities, causing delays in resolution, and requiring patients to make repeated visits to administrative teams to raise complaints and check status.

From a hospital management perspective, there was no real-time visibility into service requests, support staff activities, and department-level workload, making it difficult to monitor operations, evaluate performance, and plan resources efficiently.

The Core Problem

The hospital lacked a centralized hospital patient software system to manage service requests across departments. As a result:

• Patient service requests were manually handled and tracked
• Inpatient request management depended heavily on nurses and admins
• There was no structured patient service request management workflow
• Escalations and turnaround times were not standardized
• Management had limited insight into operational performance

This directly impacted patient satisfaction, staff efficiency, and overall hospital experience.

Root Cause Analysis

The issues were primarily due to:

• Absence of a centralized patient management software for handling service requests and complaints
• Lack of a self-service channel for patients and attendants to raise requests independently
• Dependence on manual coordination between departments
• Unavailability of real-time dashboards and performance monitoring
• No clearly defined accountability for non-clinical service delivery

The Solution: sterloCare Patient Concierge Software

To address these challenges, the hospital implemented sterloCare, an intelligent patient concierge software designed to simplify inpatient service delivery and enhance patient experience.

sterloCare introduced a QR-based digital patient service request management system, allowing patients and attendants to raise requests directly from their mobile phones—without depending on nurses or administrative staff.

How sterloCare Works

• QR-Based Access : QR codes placed in patient rooms and common areas allow instant access to the platform.
• Self-Service Request Management : Patients can raise housekeeping, maintenance, food, and other service requests independently, making inpatient request management faster and clearer.
• Rich Communication : Requests can include voice notes and images, reducing miscommunication and repeat clarifications.
• Automated Task Routing : Each request is instantly converted into a task and assigned to the appropriate department through push notifications and SMS alerts.
• Defined Turnaround Times & Escalations : Built-in SLAs ensure accountability, with automatic escalations for delayed tasks.
• Contactless Food Ordering : Patients can place food orders directly from their rooms, with requests routed to the pantry or canteen team for timely delivery.

Operational Visibility for Management

sterloCare provides powerful dashboards that give hospital leadership complete visibility into:

• Patient service request volumes
• Department-wise workload
• Allied staff productivity
• Task resolution timelines
• Overall patient experience trends

This transforms sterloCare into more than just a service tool—it becomes a strategic patient experience software for data-driven decision-making.

Impact & Outcomes

By implementing sterloCare's patient management software, the hospital achieved:

• Faster resolution of patient service requests
• Reduced dependency on nurses for non-clinical coordination
• Improved inpatient experience and satisfaction
• Higher accountability across service departments
• Better resource planning using real-time insights

Why This Is Important

sterloCare bridges the gap between clinical excellence and operational efficiency. By digitizing patient service request management and inpatient request management, hospitals can deliver a smoother, more transparent, and patient-friendly experience—without increasing staff burden.