complexcare: Digitizing Case Management for Medical Second Opinions

complex care solutions GmbH relies on modern software to optimize the second opinion process

Initial Situation 

complex care solutions GmbH, based in Bottrop, is a values-driven company specializing in the care of patients with complex health conditions. Founded by Martin Porwoll—widely known as the whistleblower in the Bottrop cytostatic drug scandal—the company is committed to providing independent and sustainable support through medical second opinions. Until recently, the core case management process was handled manually using Word documents, Excel spreadsheets, and email communication. This approach resulted in a high administrative workload, fragmented information flows, and an increased risk of errors and delays.

The Solution

The goal of the project was to implement a modern software solution that would fully digitize and structure the entire second opinion process. The software was expected to:

• Provide a central platform for case information and communication
• Improve traceability and process transparency
• Reduce administrative effort and increase efficiency
• Ensure high levels of data and process security

The implementation of the software led to significant improvements in day-to-day operations:

• Faster case handling: Requests and documents are now processed 50–60% faster. Manual steps like managing Word and Excel files have been eliminated.
   
• Improved customer focus and transparency: All stakeholders have real-time access to up-to-date case information, enabling them to respond to customer inquiries immediately and accurately.
   
• Higher quality with less administrative effort: Structured documentation improves traceability and enhances the overall quality of the second opinion process — while reducing the administrative workload.

"The new case management solution allows us to fully focus on providing medical guidance to our clients. At the same time, we're saving a great deal of time and minimizing potential sources of error," says Caroline Porwoll, Managing Director at complex care solutions.

Conclusion

With the digitalization of the second opinion process, complex care solutions has not only significantly increased efficiency, but also made an important contribution to sustainable, patient-centered healthcare.