Arogya Life Platform ISLA Frameworks

End-to-End Consistent Patient Service Through Digital Platforms

The ISLA (Interactions and Servers Layered Architecture) Framework is Arogya’s conceptual and operational model designed to ensure consistent, high-quality service delivery for patients interacting via digital platforms. By integrating technology, operational processes, and human interactions, ISLA guarantees that every digital order, request, and follow-up is handled efficiently, reliably, and transparently.

Objective of the ISLA Framework

The framework is designed to provide end-to-end consistency in patient service delivery.

Streamlines operations across digital platforms, ensuring that all patient requests are processed effectively.

Balances technology and human resources to maintain service quality and efficiency.

Monitors consistency variance to reduce errors, delays, or miscommunication, ensuring patient satisfaction.

Applies structured operational management processes to digital healthcare delivery.

Layered Architecture Model – 1) Front-End (Interactions Layer)

The Interactions Layer is the first point of contact for patients on digital platforms.

Digital Orders Reception – All online requests, bookings, and inquiries are captured here.
Digital Command Center Operations – Managed by the SCS Task Force, combining technology with human oversight.
Technology-Driven Interactions – Utilizes chatbots, voice bots, automated dialing, and other AI tools to minimize human intervention while ensuring efficiency.
Human Support Only When Needed – Only filtered or high-priority interactions are escalated to human staff.
Consistency Management – Operations are governed by Service Level Agreements (SLAs), reducing variability and ensuring uniform experience.
Patient Follow-Up & Coordination – All follow-ups and communications occur through this layer, maintaining a smooth interaction flow.

Layered Architecture Model – 2) Back-End (Services Layer)

The Services Layer handles all confirmed digital orders and delivers the service through the hospital or clinic operational teams.

Order Fulfillment – Digital orders are routed to the relevant department (lab, pharmacy, clinic).
Human Resource-Intensive Operations – Higher participation of staff ensures quality care.
Quality-Driven Processes – Performance is controlled by the service quality, with attention to patient satisfaction.
Challenges in Consistency – Variance can occur due to operational or technological limitations, but is continuously monitored for improvement.

Impact for Hospital Management: Ensures operational staff can handle confirmed patient requests efficiently while maintaining high service standards.

Layered Architecture Model – 3) SCS (Sales & Customer Service) Task Force

The Digital Command Center is operated by the SCS Task Force, which bridges patients and service delivery:

Focus on Digital Conversion – Confirming orders and ensuring patient engagement until service completion.
Technology-Assisted Efficiency – Uses digital tools to handle high interaction volumes with minimal resources.
Coordination Across Teams – Ensures timely service by connecting patients with relevant departments.
Lower Consistency Variance – Operates under SLAs and KPIs to maintain predictable service levels.

Impact for Hospital Management: Improves patient retention, reduces missed appointments, and ensures smooth coordination between digital and operational teams.

Managing Consistency Variance

Consistency in service delivery is a critical success metric. ISLA achieves this through:

Proactive Communication – Keeping patients informed about any delays or changes in service delivery.
Automated Notifications – SCS Task Force receives alerts for potential delays, enabling proactive resolution.
Pre-Validation Checks – Orders are automatically validated against resource availability, volume constraints, and service-level parameters before confirming delivery.
Transparency and Accountability – Each interaction and service process is tracked for SLA compliance.

Impact for Hospital Management: Ensures predictable, high-quality patient experiences while optimizing staff workload and resource allocation.

Why ISLA Matters for Hospitals and Clinics

Integrated Technology & Operations – Balances AI automation with human expertise.
End-to-End Visibility – Track patient interactions from initial digital order to service completion.
Reduced Variability – Consistent service levels enhance patient trust and satisfaction.
Operational Efficiency – Optimizes human resources and reduces errors or bottlenecks.
Scalable Model – Suitable for hospitals of any size, multiple locations, or multi-department setups.

Smart Hospital Management System

Laboratory Management System

Pharmacy & Inventory Management

ISLA Framework

Arogya Prime (Cloud Clinic Platform)

Arogya EHR

Heartbeat - Patient Portal