A hospital-facing support platform used in Malaysia to manage complaints, service tickets, feedback, and customer surveys. The system centralizes intake, triage, follow-up, and reporting so hospital teams can respond faster and maintain a clear audit trail for every case.
Core Capabilities
- Ticketing & Complaints: log issues, categorize by department, set priority, and track status from open → resolved.
- Triage & Assignment: route tickets to the right unit/agent, reassign when needed, and record handoffs.
- Conversation & Notes: internal notes, attachments, and activity timeline for transparent collaboration.
- Feedback & Surveys: collect post-resolution feedback and survey responses for quality assessment.
- Reporting: practical summaries of volume, response/resolve trends, and department performance.
Outcomes
- Faster response and clearer ownership for patient/customer issues.
- Better visibility for managers through centralized data and audit trails.
- Higher service quality driven by feedback loops and consistent workflows.
My Role
Full-Stack Developer — ongoing maintenance and enhancement, working independently to keep the application stable, implement improvements, and support operational needs across hospital teams.
Tech Stack
- Backend: Laravel (PHP) with MariaDB.
- Frontend: Vue + Bootstrap; jQuery used pragmatically where suitable.
- Admin: Filament components for admin/operations tooling.
Status
In progress