Intelligent Patient Intake & Clinical Triage Automation

About the Company

PearlMed Health Services is a growing private healthcare provider operating a network of clinics across Lagos and Ogun states. Serving thousands of patients monthly across general practice, specialist consultations, and diagnostic services, PearlMed is committed to delivering fast, accurate, and patient-centred care to underserved communities in Nigeria. As the clinic network expanded, the need for scalable, technology-driven operational systems became critical to sustaining the quality of care their patients depend on.

Customer Challenge

PearlMed's patient intake and triage processes were entirely paper-based and manually managed. At each clinic, administrative staff collected patient information by hand, assessed urgency through informal verbal questioning, and manually routed patients to the appropriate department or clinician. Across a multi-clinic network with high patient volumes, this approach created significant bottlenecks.

Long queue times frustrated patients and eroded trust in the service. Triage inconsistencies — where urgency assessment depended on individual staff judgment — led to cases being under- or over-prioritized, creating risk for patients and inefficiency for clinical teams. Administrative staff spent the majority of their time on data entry and routing rather than patient support. As PearlMed opened new locations, these problems scaled with the network, making it impossible to maintain consistent care standards without a technology-driven solution.

• Entirely paper-based intake creating data entry bottlenecks at every location
• Inconsistent triage decisions driven by individual staff judgment rather than clinical logic
• Long patient wait times and poor queue visibility across clinics
• Administrative staff overwhelmed by manual data entry instead of patient support
• No centralized patient data across the multi-clinic network

Partner's Solution

Tribe Networks Limited designed and deployed a serverless, AI-powered patient intake and triage platform on AWS that digitized and automated PearlMed's end-to-end front-of-clinic operations. The solution replaced paper-based processes with a structured digital intake flow, and introduced an intelligent triage engine built on Amazon Bedrock that assesses patient-reported symptoms and assigns urgency levels consistently across all clinic locations.

Patients initiate intake through a lightweight web interface that captures demographic information, visit reason, and a structured symptom questionnaire. This data is processed in real time by an AI triage agent powered by Amazon Bedrock, which classifies urgency, suggests the appropriate clinical pathway, and routes the patient record to the relevant department — all before the patient reaches the reception desk. Patient records are stored centrally in Amazon DynamoDB, making them accessible across all PearlMed clinic locations. AWS Lambda handles the entire backend processing pipeline, eliminating the need for server infrastructure and ensuring the system scales automatically during high-volume periods.

Real-time queue dashboards powered by Amazon CloudWatch give clinic managers full visibility into patient flow across every location, enabling proactive staffing decisions and reducing bottlenecks before they develop.

Results and Benefits

• 70% reduction in administrative workload through automated intake and digital record creation
• Consistent, evidence-based triage decisions across all clinics — eliminating dependency on individual staff judgment
• Significant reduction in patient wait times through smarter queue management and pre-arrival routing
• Centralized patient data across the full clinic network for the first time, improving care continuity
• Real-time operational visibility enabling proactive staffing and queue management
• Serverless architecture scales automatically to handle peak patient volumes without additional infrastructure
• Clinical staff freed from data entry to focus entirely on patient care