Application intake and donations in one system
The Health Fund for Children of Armenia reviews each application as a medical case, usually within two or three days. Its forms were not connected to its database. We rebuilt the intake and attached the donations to it.
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Every case reviewable from one record
The foundation's medical council assesses each application on the documents submitted with it. The system now presents those documents as a single, complete record.
- Each application is reviewed from a single record, with the same information recorded on every case.
- Families and medical centres submit and update their own documents directly.
- Each case exists as one record instead of several versions.
- Single and monthly donations are reconciled automatically against the donor.
- Funding status for each case is available without manual reporting.
About the Health Fund for Children of Armenia
The Health Fund for Children of Armenia supports children with life-threatening illness, covering childhood cancer and blood disorders, kidney and liver transplants, immune and severe neurological conditions.
Its medical council reviews each application and reaches a decision in two to three days, or within hours where a case is urgent. The foundation works with partner hospitals including the Yolyan Hematology and Oncology Center, Arabkir, Muratsan, Saint Astvatsamayr and Wigmore, and raises funds through public campaigns, corporate partners, individual donors and a monthly giving programme.
Two deadlines govern the work. A medical decision measured in days, and a funding requirement that has to be met before treatment can begin. Both depend on information being complete and current, which makes administration part of the clinical pathway rather than something beside it.
Forms disconnected from the database
Medical centres completed forms for patients and sent them to the foundation, where each was reviewed individually. Three problems followed from that arrangement.
Applications arriving outside the system
Website forms did not write to the database, so submissions were handled as correspondence. Reviewing each one meant opening it, reading it and entering it by hand. An application could be lost before any of that happened.
Corrections returned by email
Applicants could not amend their own submissions. Documents were sent back for editing and returned again, which is how the foundation ended up holding several versions of the same case.
A CRM that did not suit the work
The existing system was built for commercial pipelines, and its interface asked the team to think in terms that did not match reviewing a medical application.
New forms, connected to a CRM that fits the process
The order of work followed the order of the problem. Intake was rebuilt first, because a better CRM holding the same unstructured submissions would have changed nothing.
Replaced the form software
Cognito Forms replaced the previous forms, with three separate routes: families applying on behalf of a child, medical centres applying for medication on behalf of a patient, and registration for the foundation's training activity. Each collects what that case type actually requires, which the single general form could not.
Made submissions correctable by the applicant
An applicant or medical centre can now amend their own submission. This is the change that removed the duplicates, and it also removes a wait: a missing document no longer requires an exchange of emails before the council can look at the case.
Connected the forms to Pipedrive through Make
Make carries each submission into Pipedrive as a structured record. The foundation moved from HubSpot to Pipedrive because the work is case review, not commercial pipeline management, and the interface needed to reflect that.
Structured the case record
Urgency, medical centre, medical information, expected intervention, the financial requirement and the source of funding are each held as fields. The council reviews from one screen, and the fields are the same on every case, which is what makes comparison possible.
Connected Stripe for donations
Stripe was integrated with Pipedrive so one-off donations and recurring donor subscriptions appear in the same system as the cases. The foundation can see what has been received and how a particular case is being funded without reconciling two sets of records.
Do your forms write to your database?
If submissions arrive as attachments and someone enters them by hand, the delay sits before the work rather than inside it. We connect intake to the system that holds the record, and structure the record around the decision being made.
