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HMS Implementation Questionnaire

Purpose: This questionnaire captures all decisions and specifications needed before implementation begins. Status: Complete - 18 key decisions confirmed

Quick Decision Summary​

#DecisionChoice
1VIP SystemTiered (Points-based: Silver/Gold/Platinum)
2Queue Priority for VIPNo
3Discount StackingNot allowed
4Patient Self-RegistrationNo - Staff registers
5Two-Factor AuthRequired (Email OTP)
6SMS NotificationsNo - Email only
7Support ImpersonationYes (with audit)
8HIPAA ComplianceNo
9Payment GatewayStripe + ABA Payway + Manual
10Queue StructurePer Doctor
11Session Timeout8 hours
12Hospital OnboardingAuto-approve
13Partial PaymentsYes (unlimited)
14Data Encryption at RestNo
15Advance Booking LimitConfigurable by hospital
16Cancellation PolicyFree cancellation anytime
17Custom Roles (Hospital)No - Console Admin creates templates
18Identity ProviderKeycloak (OAuth2/OIDC)

1. Business Model & Pricing​

Subscription Tiers​

QuestionAnswer
How many subscription tiers?3 tiers (Starter, Pro, Enterprise)
What features differ per tier?Number of Clinics, Patients, and Staff

Tier Limits​

TierMax ClinicsMax PatientsMax Staff
StarterLimitedLimitedLimited
ProHigherHigherHigher
EnterpriseUnlimitedUnlimitedUnlimited

2. VIP & Discount System​

VIP Tier Configuration (Points-Based)​

Model: Patients earn points from spending → Auto-upgrade when threshold reached

TierPoints RequiredDefault Discount
Silver> 1,000 points5%
Gold> 5,000 points10%
Platinum> 10,000 points15%

Key Rules:

  • VIP tiers provide discounts only, no queue priority
  • Points Earning: 1 point per $1 spent (configurable by hospital)
  • VIP discount cannot stack with promotional discounts
  • Hospital Admin can customize discount % and point thresholds

3. Queue Management​

Queue Configuration​

QuestionAnswer
Separate queues per department?No
Separate queues per doctor?Yes
VIP patients get priority?No - Same queue as everyone
Default queue orderFirst-come-first-served

4. Appointment System​

Booking Rules​

QuestionAnswer
Advance booking limit?Configurable by hospital
Free cancellation window?Anytime - Free cancellation always
Cancellation fee?None
No-show penalty?None

5. Payment & Billing​

Payment Methods​

QuestionAnswer
Accepted payment methodsCash, Card, Bank Transfer
Payment gateway providersStripe (International), ABA Payway (Cambodia)
Support partial payments?Yes - No limit on number of partial payments
Manual paymentsCash, Bank Transfer

6. User Management & Authentication​

Authentication​

QuestionAnswer
Identity ProviderKeycloak (OAuth2/OpenID Connect)
Password requirementsManaged by Keycloak
Session timeout8 hours of inactivity
Two-factor authenticationRequired for all staff
2FA methodsEmail (OTP code)
Multi-tenant isolationOne Keycloak realm per hospital

Staff Roles​

QuestionAnswer
Default rolesOwner, Admin, Doctor, Nurse, Receptionist, Cashier
Custom roles allowed?No - But Console Admin can create role templates

Patient Registration​

QuestionAnswer
Patient self-registration?No - Staff must register patients
Family membershipAutomatically created on registration

7. Notifications & Communications​

Notification Channels​

ChannelEnabled
SMSNo
EmailYes
Push notificationsNo (future)

Notification Events​

EventEmail
Appointment confirmedYes
Appointment reminderYes
Payment receivedYes
Queue calledNo
Prescription readyNo

8. Data & Compliance​

Compliance Requirements​

RequirementAnswer
HIPAA compliance needed?No
Data encryption at rest?No
Data encryption in transit?Yes (TLS required)

9. Console Platform​

Hospital Onboarding​

QuestionAnswer
Approval workflow needed?No - Auto-approve, hospital can start immediately

Support Features​

QuestionAnswer
Support impersonation allowed?Yes - With full audit trail
Impersonation session duration1 hour maximum

Confirmed Business Rules​

VIP & Discounts​

  1. VIP tiers are based on accumulated spending points, not paid membership
  2. VIP discounts do NOT provide queue priority
  3. Only one discount can apply per transaction (VIP OR promotional)
  4. Hospital admins can customize point thresholds and discount percentages

Queue Management​

  1. Queues are organized per doctor, not per department
  2. All patients (VIP and non-VIP) wait in the same queue
  3. First-come-first-served is the default order

Appointments​

  1. Advance booking limits configurable by hospital
  2. Free cancellation at any time
  3. No-show patients are not penalized

Payments​

  1. Partial payments allowed with no limit
  2. Points awarded after payment completion

Authentication (Keycloak)​

  1. Keycloak is used as the identity provider
  2. Each hospital has its own isolated Keycloak realm
  3. 2FA via email OTP required for all staff
  4. Sessions expire after 8 hours
  5. Staff cannot self-register
  6. Console support can impersonate hospital users

Patient Registration​

  1. Patients cannot self-register
  2. Family membership auto-created on registration

Roles & Permissions​

  1. Hospitals cannot create custom roles
  2. Console admins create role templates
  3. Existing hospitals keep their roles when templates change

Console Operations​

  1. Hospital onboarding is automatic
  2. Support impersonation with full audit trail
  3. Impersonation sessions expire after 1 hour

Notifications​

  1. Email only (no SMS initially)

Compliance​

  1. HIPAA compliance not required
  2. Data encryption at rest not required
  3. HTTPS (TLS) for all transmission