Building a Digital Hospital with an Integrated Backbone

Solution

Namarak Hospital set out to build what Dr. Youwanush Kongdan, Founder and surgeon, defines as a true digital hospital.

For her, digital transformation was not about replacing paper with screens, but about integrating the entire flow of information and activity across the hospital.

“A digital hospital means the flow of information and activity comes together from the first step to the last step. Every step is integrated, and we have data to support decision-making.”

To achieve this, Namarak Hospital implemented Kissflow as the backbone of its digital hospital architecture.

The system was designed in three layers:

• A core layer that includes hospital information systems, electronic medical records, supply chain, procurement, inventory, billing, and insurance
  

• A support layer that includes document management, quality systems, patient engagement, and facility management
  

• A data and intelligence layer that connects to analytics and future AI capabilities

Kissflow acts as the central platform connecting these layers, enabling tight integration across departments and external systems.

“We use Kissflow as the backbone of our system. It is very easy to integrate with other applications.”

While specialized systems were still used for areas such as finance, HR, and government compliance, Kissflow integrated them through APIs, ensuring a unified operational flow.

Eliminating Silos with Citizen Development

One of the most impactful aspects of Kissflow was its citizen development capability.

“I was impressed with the idea of citizen developers. When we have a problem, we can correct it ourselves.”

Instead of depending on external vendors or technical teams, hospital staff could build and modify workflows independently.

“If we want to create a simple process, we can do it in one or two days.”

This eliminated delays, reduced dependency on external support, and allowed rapid iteration.

Today, Namarak Hospital has a small but effective team of citizen developers building and maintaining processes internally.

Transforming Procurement and Cost Efficiency

The first major transformation occurred in procurement and supply chain operations.

Before Kissflow, completing a procurement cycle took more than seven days. There was limited visibility into process stages, and delays were common.

With Kissflow:

• All procurement steps became trackable
  

• Approvals were standardized
  

• Bottlenecks became visible

“Before Kissflow, it took more than seven days. Now we can complete all processes within six hours. It is not more than one day.”

This improvement had a direct impact on financial performance.

“Our revenue stayed the same, but we improved our margin by cutting costs by 10%.”

For a small hospital, this level of cost optimization was a significant outcome.

Improving Patient Experience and Turnaround Time

Kissflow also transformed patient-facing processes.

One of the key improvements was in patient discharge.

Previously, discharge required multiple checks, including billing, inventory, and treatment validation. This process could take 6 to 8 hours, resulting in delays and patient dissatisfaction.

With Kissflow:

• All steps were integrated and automated
  

• Data accuracy improved
  

• Processing time was significantly reduced

“Before Kissflow, patients discharged in the morning would go home in the evening. Now they can go home before noon.”

This directly improved patient experience and reduced complaints.

Real-Time Feedback and Proactive Care

Kissflow enabled real-time patient engagement and recovery workflows.

After payment, patients can immediately submit feedback through a survey. If negative feedback is detected, alerts are triggered instantly.

“If the patient gives feedback that is not good, we can recover within 30 minutes or one hour.”

The hospital also introduced a 24-hour follow-up system using Kissflow public forms. Patients can report symptoms after discharge, even minor ones.

“We can collect data we could not see before. Even minor symptoms can be submitted at any time.”

This creates a foundation for proactive care and long-term data-driven decision-making.

A Digital Mindset Shift Across Staff

Beyond process improvements, Kissflow helped shift the organizational mindset.

“Our staff changed from analog to digital.”

Adoption was strong across teams, and staff preferred the new system over previous manual processes.

“When I ask them to go back to the old process, they say no. We go with Kissflow.”

This cultural shift is a key step toward achieving the hospital’s vision of becoming a fully digital healthcare provider.

Enabling Future AI-Driven Healthcare

Looking ahead, Namarak Hospital plans to extend its digital backbone into AI-driven capabilities.

“If we connect Kissflow with AI, it can help reduce workload.”

One key use case is automating medical documentation.

“Writing operative notes takes 30 minutes to one hour. If we use AI, we can input a few words and generate the full document.”

The goal is to reduce administrative burden on doctors and allow them to focus more on patient care.