Care Plan Manager — Case Study

My RoleOwned the design process end‑to‑end

Team1 PM · 4 Devs · 1 QA

Timeline1 month

PlatformWeb

100%of care plans are now created and managed through IRIS

62%reduction in billing inaccuracies after launch

Eliminateddaily manual updates — care plans now update automatically when a session or procedure is completed

Overview

An HCAH recovery centre — HCAH runs recovery centres across 7 tier‑1 cities in India, and has helped over 25,000 people recover from stroke, trauma and neurological conditions.

A therapist assisting a patient with a physiotherapy session at HCAH — A care plan outlines a patient’s prescribed therapy sessions and procedures — each one is added to the bill as it’s completed.

IRIS, HCAH’s web-based patient management tool — I designed an end‑to‑end workflow on IRIS, HCAH’s web‑based patient management tool, so therapy and nursing heads could create and manage care plans in one place.

Care plan management was fragmented and heavily manual, creating operational inefficiencies across departments

Care plans were tracked across Excel sheets and paper notebooks, with no single source of truth.

Managing and updating individual patient care plans was time consuming for staff.

The workflow depended on multiple manual handoffs between therapy heads, therapists, and the billing team.

Manual processes increased billing errors.

I spoke with 27 staff across the three roles that touch a care plan. The finding that shaped the design: updating a plan cost staff more time than creating one.

Understanding the people involved

I talked to the ground staff of the recovery centre to know their current workflow and challenges.

8 Therapy & Nursing heads

Responsible for creating and tracking care plans

12 Therapists & Nurses

Responsible for executing the care plan

7 Reception Staff

Responsible for adding care plan items to the bill

What the research surfaced

Business Problems

1Billing errors from missed treatment updates.
2High operational effort to manage care plans manually.
3Fragmented treatment data with no single source of truth.
4Inconsistent care plan workflows across recovery centres.

User Problems

1Updating care plans took more time than creating them.
2Treatment updates had to be maintained across separate records.
3No single, up-to-date view of a patient's treatment progress.

One connected flow inside IRIS: therapy heads create the plan, therapists mark work done on the app, and billing only steps in to correct exceptions.

A new, connected flow

Together with the PM, we redesigned the care plan workflow to reduce manual coordination and address the needs of all stakeholders.

1

Therapy and nursing heads manages the care plan in IRIS

Creation and changes only

A single source of truth
No daily manual updates

2

Therapists and nurses mark the care plan on the IRIS app

Completed activities automatically update the care plan and billing

Eliminates manual reporting
Reduces billing inaccuracies

3

Reception staff no longer enters care plan items manually

Only reviews and corrects exceptions when required

Reduces manual effort for the billing team

Care Plan V1

Care Plan V2

Care Plan Final Version

Therapy and nursing heads creates care plan on IRIS

Therapists and nurses marks care plan on the IRIS app

Billing staff adds or corrects the care plan bill item when required

With the care plan in one place and updates flowing automatically from the therapists who do the work, the manual handoffs that caused billing errors disappeared.