ClinicOS Now Runs Clinics in 8 Countries, on the Clinic's Own Clock

Until now ClinicOS ran clinics in one country, India, on one clock. From this release it runs clinics in eight countries across South and South East Asia, on four different clocks, and every part of the product that touches a date, a time, a phone number or an emergency has been rebuilt to follow the clinic rather than the server.

This article explains what changed, country by country and feature by feature, so a clinic owner in Kuala Lumpur, Makassar or Manila knows exactly what to expect on day one.

Key takeaways

• ClinicOS now takes clinics in Singapore, Malaysia, Indonesia, the Philippines, Brunei, Thailand and Vietnam. India works as before.
• The calendar, bookings, reminders and notes all run on the clinic's local time, not the computer's and not ours.
• Review requests and follow-ups are held until 9 AM clinic time and stop at 8 PM. Reminders and confirmations still go out immediately.
• A patient describing an emergency on WhatsApp hears their own country's number, or the clinic's own emergency line if it has one.
• Set-up starts from a Google Maps link, and staff type phone numbers the local way.

Which countries ClinicOS supports

ClinicOS now supports eight countries. Each one has its own dialling code, its own clinic time zone and its own emergency number built in, so nothing has to be configured by hand.

Between them these countries span four UTC offsets: India at UTC+5:30, Thailand, Vietnam and western Indonesia at UTC+7, Singapore, Malaysia, Brunei, the Philippines and central Indonesia at UTC+8, and eastern Indonesia at UTC+9. Adding a further country is a configuration change on our side rather than a rebuild, so the list can grow as we open new markets.

Everything runs on the clinic's clock

Appointments happen at the clinic, so every time in ClinicOS now follows the clinic's time zone. That sounds obvious, and in a single-country product it is. Once clinics in Jakarta and Jayapura share one system, "today" and "now" stop being simple.

In this release the clinic's time zone drives all of the following:

• The calendar and "today". The day view, the week view and the now-line on the schedule are drawn in clinic time, whoever is looking at them and wherever they are.
• Booking and rescheduling. A 10:00 slot is 10:00 at the clinic. Staff booking from home, or an owner checking the schedule while travelling, see the same slot at the same time.
• Notes and timestamps. Visit notes and activity records carry the clinic's local time, which is what a doctor or an auditor expects to read.
• A clock mismatch warning. If a staff member's computer clock disagrees with the clinic's time zone, a banner says so before it causes a wrongly timed booking.

WhatsApp bookings and reminders in local time

The WhatsApp AI front desk books in the clinic's time. When a patient in Manila asks for "tomorrow afternoon", the slots the AI offers are tomorrow afternoon in Manila, and the appointment lands on the clinic calendar at that time. There is no conversion step for staff to check, and no risk of a server in another time zone deciding what "tomorrow" means.

Appointment reminders follow the same rule. Each reminder goes out one hour before the visit in the clinic's local time, so a patient with a 9 AM appointment in Bangkok is reminded at 8 AM in Bangkok. If you are reviewing your reminder wording, our reminder and confirmation templates are written to pass WhatsApp review in every one of these markets.

No more late-night messages: quiet hours by country

Patients do not want a review request at 10:30 PM, and in several of these countries a late marketing message is also a compliance problem. ClinicOS now applies a sending window to every non-urgent message.

• Review requests and follow-ups only go out between 9 AM and 8 PM, clinic time. A follow-up that falls due at 10:30 PM waits until 9 AM the next morning.
• Reminders and confirmations are not held. They are time-sensitive and patients expect them, so they go straight away, including late at night for an early appointment.

The window is set in the clinic's own time zone, not ours and not the patient's phone's. A clinic in Ho Chi Minh City and a clinic in Singapore each get a 9 AM to 8 PM window on their own clock, even though their clocks are an hour apart.

The right emergency number, every time

An AI front desk should never handle a medical emergency itself, and ClinicOS has always handed those conversations to a person. What changes in this release is the number a patient is told to call while that happens.

1. The clinic's own emergency line comes first. If a clinic has set one, the patient is given that number.
2. The country's emergency number is the back-up. 995 in Singapore, 999 in Malaysia, 119 in Indonesia, 911 in the Philippines, 991 in Brunei, 1669 in Thailand, 115 in Vietnam and 108 in India.
3. No number, clear instruction. If neither is available, the patient is told to go to the nearest hospital emergency room straight away.

A patient in Penang is never told to dial a Singapore number, and a patient in Surabaya is never given an Indian one. This is one of the reasons we test each country with real clinics before opening sign-ups, which we cover below.

Set up a clinic from a Google Maps link

The fastest way to add a clinic is now to paste its Google Maps link. ClinicOS reads the listing and fills in the clinic's name, address and phone number, then works out the country and the time zone from the location. We tested this with real clinics in Singapore, Makassar and Manila.

Indonesia is the one country with several time zones, so Indonesian clinics get a time zone picker, pre-filled from the map location. A clinic in Makassar is set to Central Indonesia Time (WITA) automatically and can change it if the map is wrong.

Phone numbers the way staff actually type them

Receptionists type phone numbers the way their country writes them, and ClinicOS now understands that in every supported country.

• A receptionist in Jakarta types 0812 3456 7890 and ClinicOS stores +62 812 3456 7890.
• A receptionist in Singapore types 8123 4567 and ClinicOS stores +65 8123 4567.
• A number pasted with its own country code, such as a +65 number entered at a clinic in Malaysia, keeps its own country rather than being rewritten.

CSV imports follow the same logic. When you import a patient list, ClinicOS reads each number against the clinic's country. Any number it cannot place with confidence is set aside and shown to staff to confirm, rather than being silently guessed. If you are moving from spreadsheets or another system, this is the step that stops reminders going to the wrong numbers.

How we open and watch each country

Supporting a country is more than translating a date format. Behind the product there is now a country control panel our team uses to launch carefully and to see problems early.

• Sign-ups are switched on per country. We open a country only when the legal and operational work for it is done. If something goes wrong, we can pause new sign-ups in that country while we fix it, without affecting clinics that are already live there.
• Nobody hits a dead end. Someone signing up from a country that is paused, or one ClinicOS does not serve yet, sees a short "we are working on bringing ClinicOS to you" message and can join a waiting list in one tap. The waiting list shows demand by country, so we know where to go next and who to contact when a country opens.
• Health by country at a glance. For each country we track clinics, live clinics, messages sent, WhatsApp delivery rate, failed sends, late sends and flagged chats. One click goes from a country to its clinics, with each clinic's delivery rate, its failure reasons, and any message that went out at the wrong local hour.

That last check matters for the quiet-hours rule above. If a message ever leaves outside the 9 AM to 8 PM window, it shows up for a specific clinic in a specific country, and we see it before the clinic does. How we handle clinic and patient data in each market is described on our Trust and security page.

Getting started

If you run a clinic in Singapore, Malaysia, Indonesia, the Philippines, Brunei, Thailand or Vietnam, you can sign up today. Paste your Google Maps link, confirm the time zone, connect your WhatsApp number, and the AI front desk starts booking in your local time. Existing clinics in India keep working exactly as before.

Not sure what the AI would handle for you? The guide to WhatsApp appointment booking walks through the booking flow, and the ROI calculator estimates what missed enquiries and no-shows currently cost your clinic.

Frequently asked questions

Which countries does ClinicOS support?

ClinicOS supports clinics in Singapore, Malaysia, Indonesia, the Philippines, Brunei, Thailand, Vietnam and India. Each country has its own dialling code, clinic time zone, phone number format and emergency number built in. Further countries can be added without a rebuild.

Does ClinicOS use the clinic's time zone or the staff member's?

The clinic's. The calendar, "today", the now-line, booking, rescheduling and notes all follow the clinic's time zone. If a staff member's computer clock disagrees with the clinic's time zone, ClinicOS shows a warning banner.

What time does ClinicOS send WhatsApp messages to patients?

Appointment reminders and booking confirmations go out immediately, with reminders sent one hour before the visit in the clinic's local time. Review requests and follow-ups are only sent between 9 AM and 8 PM clinic time. A follow-up that falls due later in the evening is held until 9 AM the next day.

What does the AI tell a patient who describes an emergency?

It hands the conversation to clinic staff and tells the patient who to call. The clinic's own emergency line is given first if one is set, then the country's emergency number, for example 995 in Singapore or 1669 in Thailand. If there is no number available, the patient is told to go to the nearest hospital emergency room.

How does ClinicOS handle Indonesia's three time zones?

An Indonesian clinic chooses Western (WIB), Central (WITA) or Eastern (WIT) Indonesia Time during set-up. When the clinic is created from a Google Maps link the picker is pre-filled from the map location, and it can be changed at any time in the clinic's settings.

Can staff type phone numbers in the local format?

Yes. Staff type numbers the way their country writes them, such as 0812 3456 7890 in Jakarta or 8123 4567 in Singapore, and ClinicOS stores the correct international number. A number pasted with a different country code keeps that country. CSV imports apply the same rule and ask staff to confirm any number that cannot be placed.

My country is not on the list. What happens if I try to sign up?

You will see a short message saying ClinicOS is not available in your country yet, with a one-tap option to join the waiting list. We use the waiting list to decide which countries to open next and we contact everyone on it when their country goes live.