Real problems turned into tools that work

Carolina Muriel S. · Medicina del Trabajo

Name published with their permission.

An occupational health practice, off the spreadsheet

Work orders, scheduling, support and traceability in one system, with a WhatsApp agent on top

CMS serves the companies referred to it by Colombia's occupational risk insurers: it takes the order, schedules the practitioner's visit, carries it out and delivers the report. All of that lived in a spreadsheet of 644 work orders that had run out of room. Auditing it turned up 86 cells with two phone numbers stuck together that nobody could dial, 16 email addresses that were not email addresses, and a coverage period that ended before it began — errors the spreadsheet accepted without a word. That operation now runs on a database that rejects those cases in its own structure, a console where the team works the orders with role-based permissions, and a WhatsApp agent that queries that same database, books against real availability and hands the conversation over to a person when it should.

• 644 work orders and 279 companies migrated off the spreadsheet, with every inconsistency flagged row by row
• The console: an expiry dashboard, a record per order, corrections with full history, and eleven automated data-quality checks
• The agent reads and writes the live database with least privilege: it cannot delete anything, nor read the users
• Google Calendar both ways: the real agenda lands in the console every fifteen minutes and a confirmed visit goes back to the calendar as an event
• The database refuses to book the same practitioner at two different companies at the same hour — the rule lives in the engine, not the screen, because the agent writes too
• A record per practitioner with ID, contact details and the expiry of their occupational-health licence, which warns before it lapses
• Addresses are looked up against Google, and neighbourhood and zone are learned from use instead of being typed on every order
• Second factor per session and a log of who looked at and changed what, readable by them
• Daily encrypted backups on and off the server, with the restore actually tested

The name and logo are published with their permission; the screens are not, and that is on purpose: those are their clients' orders, companies and contact details, behind authentication. What you can test is the agent — Cauce's WhatsApp is answered by one built the same way.