Cloud-based Telehealth Management Solution

• Duration: 12+ months
• Team size: 16
• Location: United States

About the Client

The client is a US-based tech startup focused on delivering innovative telehealth solutions. The client aimed to provide a comprehensive, cloud-based telehealth platform to enhance the efficiency and effectiveness of healthcare delivery, especially during the COVID-19 pandemic. The client aims to license this solution as a white-label SaaS for private healthcare providers in the US and North America.

Challenge

Developing a Cloud-based Telehealth Management Solution for Enhanced Patient Care and Operational Efficiency

The challenge was to create a white-label solution aimed at streamlining the patient journey by introducing new online services and making healthcare more accessible. Essential features needed for the platform were an online booking widget, a patient portal with relevant health information, and mobile applications for video calls, text chat, and file exchange. These tools aimed to simplify appointment scheduling, provide access to medical records, and facilitate secure communication between patients and healthcare providers. The objectives outlined by the client were as follows:

1. Improve Conversion Rates with online booking widget and patient portal
2. Enhance Patient Retention with comprehensive, high-quality digital services
3. Boost revenue growth by streamlining admin tasks and improving service delivery
4. Minimise administrative burden with routine tasks automation

Given these challenges, the task was to develop a secure and comprehensive telehealth platform that would streamline the patient journey, enhance patient engagement, and automate routine administrative tasks, while ensuring seamless integration with existing PMS and EHR solutions.

Solution

Comprehensive Cloud-based Telehealth Management Solution: Enhancing Patient Engagement and Streamlining Administration

To address the client's needs, our team at IT Medical developed an integrated SaaS telehealth platform that includes a Patient Portal, 2 Mobile Apps, and a comprehensive Patient Management Solution.

Patient Portal and Mobile Applications

• Online Booking Widget: An intuitive and user-friendly online booking system that allows patients to schedule appointments effortlessly. This reduces no-shows and optimizes the provider’s schedule, making it easier for patients to access care when they need it.
• Health Records Access: Patients can conveniently access their comprehensive health records, appointment details, and personalized health information through the portal or the mobile app. This ensures patients have all necessary information at their fingertips when they need it.
• Video & Audio Consultations: The mobile apps include secure video and audio call functionality, enabling patients to have remote consultations with their healthcare providers from the comfort of their homes, which ensures privacy and convenience for patients.
• Text Chat and File Exchange: The patient portal and mobile applications support secure text chat and file exchange, allowing patients to communicate with their healthcare providers in real-time. Patients can share necessary documents and receive timely responses, enhancing the communication.

Telehealth Management System

• Appointment Management: Features for automated appointment reminders and cancellations help reduce the administrative workload and improve patient adherence to scheduled appointments, which ensures a more organized schedule and better time management.
• Task Automation: Routine administrative tasks, such as sending appointment reminders, billing, and follow-up communications, were automated. This allowed administrative staff to focus on more complex tasks, improving overall efficiency and reducing the potential for human error.
• Telehealth Workflow Integration: The system seamlessly integrated telehealth appointments into the existing workflow. From booking and conducting remote consultations to documenting and billing, every step was streamlined to ensure a smooth and efficient telehealth experience.
• Patient Feedback and Quality Control: Automated feedback collection and analysis helped healthcare providers continuously improve their services. Feedback was used to identify specific areas for improvement, ensuring that the quality of patient care remained consistently high.

The developed solution automates administrative workflows and enhances operational efficiencies through a comprehensive patient portal and an integrated telehealth management system. The platform improves healthcare delivery, optimizes resource allocation, and has the highest standards of data security.

• 250+
  private healthcare organisations and care providers onboarded in the US and North America
• >23%
  reduction in DNA rates for online consultations scheduled through the telehealth solution
• 40%
  reduction in routine administrative tasks due to process and workflow automation

Outcome

Transforming Healthcare Delivery with a Cloud-based Telehealth Solution

In twelve months, our team completed the entire scope of work, conducted thorough testing, and successfully launched the product. This project aimed to streamline patient management and telehealth services. The results were transformative:

• 250+ Private Healthcare Organizations onboarded in the US and North America, significantly expanding the reach and impact of the telehealth solution.
• 23% Reduction in DNA Rates achieved on online consultations scheduled through the telehealth solution, streamlining the scheduling process and improving patient compliance.
• 40% Reduced Administrative Tasks from manual to automated processes, significantly decreasing the workload and increasing the clinic's capacity to handle more patients.

The implementation of this solution has transformed the clinic’s operations, significantly improving efficiency and enhancing the patient experience for telehealth services. By reducing administrative tasks and increasing patient engagement, healthcare organisations using this solution can now serve more patients with higher efficiency and better data management, marking a significant improvement in service delivery.

Technologies and Tools

• PHP
• MySQL
• Laravel
• Vue.js
• TypeScript
• WebSocket
• TLS
• HTML5
• Feature-Sliced Design
• Ant Design
• Microsoft Teams
• AWS
• Postman
• GitLab
• Docker

FAQ

• What are the key benefits of a custom SaaS telehealth platform?

  A custom SaaS telehealth platform is tailored to meet the specific needs of healthcare providers, ensuring better alignment with unique workflows. It enhances user experience, integrates seamlessly with other healthcare technologies, and ensures robust data management, ultimately improving efficiency and patient care.

• What are the benefits of an online booking tool for providers and patients?

  Integrating an online booking tool allows patients to easily schedule and manage their appointments, reducing the workload on administrative staff and improving overall patient satisfaction. This convenience enhances patient engagement and retention.

• What challenges do generic telehealth systems pose for care providers?

  Generic telehealth systems often fail to provide comprehensive patient journey management, lack seamless integration with existing systems, and do not offer automated admin task management. These shortcomings can lead to inefficiencies, fragmented patient care, and increased administrative burden.

• How does a custom telehealth platform ensure compliance with regulations?

  A custom SaaS telehealth platform is designed with built-in compliance features that adhere to healthcare regulations such as HIPAA. It includes security measures to protect patient data and ensures all regulatory standards are consistently met, reducing the risk of data breaches and legal issues.

• Can a custom SaaS telehealth platform be scaled with time?

  Yes, a custom SaaS telehealth platform is designed to be scalable and flexible. It can evolve with the growing needs of the healthcare provider, supporting the addition of new features and integrations with other healthcare services, ensuring continuous improvement and adaptability.