Clinical: one system from the first call to the closed case

A call to an Employee Assistance Programme often comes at night, from someone who needs help now. Behind that call sits a lot of work.

A psychologist at the call centre takes the call. A Case Manager decides whether the person needs face-to-face counselling, finds the right psychologist in a network of about 250, and approves a number of sessions. Every session is checked before it is paid, every client company expects reports on how its people are doing, and the retention rules require each closed case to be deleted after three years.

With paper forms and spreadsheets, every hand-over meant retyping, chasing and checking. A number in a client report depended on who counted it. And clinical notes are sensitive data that should never sit in an inbox.

Vasilis mapped the journey of a case, removed the hand-overs that only moved information from one place to another, and built one web application around what was left.

• One record per case. The call, the referral, the face-to-face assignment, the sessions and the closure all build one record, step by step. Nothing is typed twice.
• The right psychologist. The Case Manager filters the network by language, diagnostic category, therapy approach and area, and sees how many open cases each psychologist already has.
• Sessions approved once. Psychologists record their sessions in the case, and only Case Managers can approve them. The finance system reads approved sessions directly, so nobody retypes them for invoicing.
• Reports that always agree. Every report counts the same way: approved sessions only, by the date of the session. Each one has charts and a CSV download.
• Privacy by default. Each role sees only its part of the work, and signing in needs a password and a code sent by email. Signed forms are stored in the case and the paper is destroyed. Every night the system deletes cases closed more than three years ago and emails a summary of what it deleted.

Counselees fill in their own details

Before counselling could start, a Case Manager phoned each counselee and typed in about fifteen personal details. At the end, the evaluation went out on paper. Vasilis built a separate public application, with its own server, database and hosting, so counselees can do both from their phone.

• A link instead of a login. The Case Manager emails a personal link. The counselee fills in the form, and their details arrive in the assignment, ready to check.
• Evaluations overnight. Closing a case sends an evaluation link. Every night the answers move into Clinical and are removed from the public side. Psychologists never see them.
• Nothing clinical online. Counselees can add information but can never see, change or delete what is stored. The public side holds only what is waiting to move, and the database permissions that enforce this passed all 28 security checks.

Upgraded without stopping work

In 2026 the system's frameworks were reaching the end of their support. Vasilis moved every layer to current versions, .NET 10 and Angular 22, and rewrote every page in the new framework, while psychologists and Case Managers kept working in the system every day.

• Tests first. Before changing anything, he recorded how the system behaved in automated tests. The suite grew from 331 to 1,059 test methods, 1,956 tests in all, and every one passes.
• Nothing changed for users. Page addresses, the data and the way people work stayed the same, and the finance system that reads from Clinical noticed nothing.
• Ready to build on. The new version reached the provider's test environment three weeks after the first change. .NET 10 is supported until November 2028, and the new report charts and the public forms are built on the new version.

To size the gain, the office time of each task was estimated by hand and in Clinical, using the provider's 2025 volumes: 2,081 calls, 815 new face-to-face cases and about 3,100 sessions.

• Office work fell from about 4,300 hours a year to about 850, a drop of about 80%.
• A counselling case with four sessions takes about 39 minutes of office time, instead of about two and a half hours.
• A quarterly report for a client company takes 10 minutes, instead of about two and a half hours.
• Collecting counselees' details and evaluations takes staff about 50 hours a year, instead of about 470.
• Every report counts sessions the same way, and invoicing reads each session exactly as the Case Manager approved it.
• Deletion after three years happens every night, with a summary as proof, instead of whenever someone remembers.

The time figures are estimates based on the provider's real volumes, not measurements.