Telemedicine app for a multi-specialty clinic chain

A chain of 26 multi-specialty clinics in Vietnam's major cities wanted to reach patients in the provinces, as well as people who needed regular follow-ups but struggled to find time for a clinic visit. It needed a telemedicine app reliable enough for doctors to diagnose with confidence, yet simple enough for elderly patients to use without help.

The challenge

Before the project, remote advice happened over the phone and personal messaging apps, with no records kept and little control over quality. Appointments were managed separately at each clinic, and no-show rates reached 22%. Prescriptions still had to be printed, so patients travelled to a clinic just to collect a slip of paper. Doctors were also wary of any tool that might drop calls mid-consultation or expose patient data, so trust had to be earned from the first release.

Our solution

• Flutter mobile app for both major mobile platforms, with large type and a pared-back flow designed for older users and tested with patients over 65 before launch.
• WebRTC video consultations that adapt quality to the connection and stay stable even on weak 4G networks.
• Central booking across all 26 clinics, with automatic reminders by push notification and text message.
• Electronic prescriptions digitally signed by the doctor and routed to partner pharmacies for home delivery.
• Personal health record synchronised via HL7 FHIR with the clinic management system, so doctors can see results from earlier visits.
• End-to-end encryption for calls and data; video is never recorded without the patient's explicit consent.

Results

The app launched after six months and has become the chain's second-largest patient channel, after walk-in visits.

• More than 1.1 million remote consultations completed.
• 640,000 registered patients, 38% of them outside the cities where the chain has clinics.
• No-show rate down from 22% to 7%.
• Post-consultation satisfaction score of 4.8/5.
• 96% of video calls completed without interruption.

Zentrova continues to release updates every month based on feedback from doctors and patients. Recent additions include family accounts, so adult children can book and join consultations for their parents, and structured follow-up plans for chronic conditions such as diabetes and hypertension, which now account for a third of all remote visits.

Patients on regular follow-ups no longer have to take half a day off work for a fifteen-minute appointment. — Medical Director, client clinic chain