Patients may have difficulty accessing healthcare, often not because of medical professionals but because of their systems. Outdated systems can create challenges for patients, including long load times, repeated forms, failed payment screens, and disconnected, siloed portals. The main issue is that these legacy systems are inefficient, which can quietly erode patient trust and reduce the quality of care.
Modernization is the ideal solution. This is more than an “IT cleanup”; it addresses web platforms at their core. Optimizing them for speed, user experience (UX), and efficiency to enhance the overall patient experience.
Legacy Systems Are Costing More Than You Think
Legacy systems incur hidden costs to maintain. An article by Medium explores this topic on how outdated systems have hidden inefficiencies, such as:
- Excessive maintenance from fragmented registration systems, including addressing duplicate data and correcting errors.
- Addressing security vulnerabilities and potential compliance risks in safeguarding patient data and payment information.
- Slow internal systems hinder patient registration, which may lead patients to exit, and create administrative tasks that prevent staff from doing more meaningful work.
What many people consider routine web flow can become a friction point for staff and patients. Older patients or those with disabilities may have more difficulty completing forms, which calls for modernization.
Modernization as a Strategic Evolution
Modernization isn’t a complete replacement or a short-term fix, but rather the future-proofing of software so it can scale over time. This involves:
- Gradual system migration: Upgrading critical components step-by-step, such as modernizing patient registration first, while keeping clinical systems untouched until later phases to reduce risk.
- API-first integrations: Integrating secure APIs without entirely replacing systems. Connecting old databases to new patient portals, preserving backend systems that still perform reliably and meet regulatory requirements.
- Frontend modernization: Improve what users see and interact with first, while maintaining a stable backend logic and avoiding unnecessary redevelopment.
How Better Software Benefits Patients and Providers
Modernization can benefit patients by providing:
- Faster patient registration forms with fewer steps that are also more mobile-friendly.
- Secure payment flows that can save payment information for returning users and comply with security and regulatory standards, such as PCI DSS.
- Unified patient data across touchpoints to prevent users from abandoning forms mid-completion.
- Intuitive UX for users to easily access information or forms they’re looking for. For example, even an upgraded website homepage can make it easier to find relevant information while reducing user friction.
For staff, a software upgrade often means:
- Automated workflows that reduce administration task time and reallocate their focus to patient care.
- Scalable platforms that can enable easier 3rd party integrations for operational efficiency. A modernized backend can streamline workflows for seasoned practitioners and new team members.
Lessons from E-Commerce & High-Traffic Platforms
Healthcare experiences its own version of seasonal pressure, as e-commerce platforms do. These could be caused by:
- Seasonal illness spikes
- Vaccination campaigns
- Sudden surges in elder care services
When systems aren’t designed for peak load, performance can drop quickly. Research finds that weekends and holidays face higher rates of non-urgent visits, highlighting a need for more reliable web development capabilities.
E-commerce has sought to solve this problem through custom software development. Drawing on experience modernizing platforms and migrating legacy solutions, such as Magento 2 to Magento 2.4.6-p4, these same resilience principles can future-proof healthcare systems where reliability is essential.
Modernization in the AI Era
AI is reshaping both healthcare operations and how software itself is built. Left unchecked, AI could pose real risks, studies say, because it requires extensive data to function effectively, creating significant risks to patient information.
In contrast, integrating an ethical AI framework can:
- Embed privacy and security by design, including encryption, access controls, and auditable data-sharing mechanisms.
- Enable interoperable APIs that allow systems to connect securely with AI and machine-learning tools.
- Streamline administrative workflows to reduce manual tasks and operational overhead.
- Predict system failures and performance issues before they disrupt patient care.
- Support compliant AI adoption, aligning modernization efforts with legal, ethical, and regulatory requirements.
That’s why modernization today must treat AI as an assistive layer, not a replacement for human judgment. A compliance-first design ensures AI strengthens trust rather than undermining it.
The Upgrade Patients Will Feel First
Patients engage with healthcare long before treatment begins, through registration forms and payment processes. But when those systems don’t perform at their best, it can erode trust. Modernizing software can reduce friction, support staff efficiency, and create more reliable interactions. While legacy systems are a silent liability, modernization can be an overlooked upgrade to the patient experience.
About The Author
Jerzy Zawadzki is the Chief Technology Officer at Polcode, where he’s been a key part of the team for over 16 years. With a deep focus on building the right environment for high-quality software projects, he ensures that teams have the structure, mindset, and support needed to deliver outstanding results. Jerzy is driven by the belief that technology should directly support the client’s business goals, turning ideas into scalable, effective solutions.
