Bridging the gap in healthcare through technology
How a custom-built real-time communication SaaS solution solved the pain of 100+ clinics, keeping patient's confidentiality and integrity in place through a HIPAA compliant platform.
Background
15+ Years ofexperience in the Field01
The customer is a well established and practicing family medicine doctor with over 15+ years of experience in the field. He has been running his private practice for many years but had struggled with the maintenance and management of an ordinary medical practice trying to keep up with the daily flood of voicemails.
The Pain Areas02
Calls were dropped. Voicemails were saved under the wrong extensions. Messages were lost.
His patients faced constant struggles when trying to get through to his office.
The current processes were taking heavy tolls on the staff who wanted to help but didn't know how.
All existing systems were designed for large healthcare providers and were very expensive
The existing systems were also far too complex and loaded with unnecessary features
About The
Product03
HIPAA compliantmessaging system
Patient Pass is a secure HIPAA compliant messaging
system that is tailor-made for private clinics. Created by a doctor - it is specifically designed to meet the needs of not only his office but other offices he saw struggling with the same communication issues.
Key Features
Live & secure chat feature to
communicate easily with your patients
Easily book, manage, track, and
update all scheduled appointments
Secure video chat feature to
facilitate telemedicine bookings
Internal secure chat to communicate
easily with the other members of the clinic
Easy to track, assign, and complete tasks.
You'll never have to look for that post-it again
Fully secure to ensure that your medical
records are encrypted and private
Fully secured storage of
all e-Health Records and PHI
With flexible subscription plans
to find the right fit for your team
Key Challenges04
Ensure data at rest and transmission
is secured
We had to make sure that the live chat could not be
compromised to protect patient data
The customer wanted a custom chat interface to
provide the patient with a seamless experience
The system needed to be robust enough to handle
all incoming queries
So patients can connect from their phone without
accessing a patient portal
Needed to ensure that all uploaded
documents were not compromised
Coordination with the client, staff, HIPAA Consultant, and
3rd Party support
The clinic staff were hesitant to use a complex system and
so the system needed to be customized accordingly
The Impact05
Improvement in Team Efficiency
Increase inReferrals From
Existing Patients
Reduction in Booking Time
Improvement in Scheduled
Appointments
Increased transparency
concerning clinic operations
To track conversion rates & guide
business decisions
To track all relevant data and drive
strategic decision making
Hidden Brains'
Path to Success 06
Our initial approach was just to feel out the client's vision for the application, understand his current pain areas, and establish a strong, open channel of communication. Throughout this phase, our goal was only on understanding the client's point of view.
Once we had established a strong relationship, we scoped out the entire project to develop a WBS (Work-Breakdown Structure) document detailing the client requirements along with our recommendations & best practice guidelines to formulate a clear plan to move forward
19+ years of experience, with over 50+ successfully delivered projects in the healthcare industry. Through the discovery phase, we also planned demonstrations with some of our previous work in the domain to showcase our expertise.
Additionally, given the client's non-technical background he was looking for a reliable partner to guide him through this process. A role we were happy to assume. We performed acomplete technical analysis which included an evaluation of the technology stack, system architecture, and suggested 3rd Party integrations.
Conclusion: MEAN Stack, PWA, Integrations - PubNub Chat and Stripe Payment Gateway
In this stage, we employed a two-step process to create the most value for the client.
As is standard practice addition we broke down each function and performed a complete and thorough analysis of all thepossible use cases and scenarios.
Keeping into consideration the pain areas, and the requirement for HIPAA compliance, we also drafted comprehensive guidelines and practices to ensure security, privacy, and performance.
The Result: A gameplan for the product and our bible through the SDLC
The client had only one primary concern for both the clinic and patient portals - it needed to be veryeasy to adopt and use by anybodyirrespective of their technical know-how.
Keeping in mind the initial resistance we had already faced, our design team interacted with the clients' staff and builtunique user personas for each entity. Based on the personas we created simple yet intuitive designs for each module. We also ran each design by the client to build a real-time user feedback loop.
Our designers followed one simple motto -KISS (Keep It Simple Silly). Keeping in mind best UI practices we formulate a simple interface to mimic most major messaging apps to offer a seamless experiencefor all patients that choose to use the application.
The client had only one primary concern for both the clinic and patient portals - it needed to be veryeasy to adopt and use by anybodyirrespective of their technical know-how.
The build phase started with setting up the local staging environment, followed by platform-based code development of all the system interfaces with a systematic unit and integration testing strategy to ensure product quality.
Through this phase, the team focused on establishing stringent security and privacy protocols to ensure HIPAA compliance every step of the way. We also seamlessly integrated PubNub chat to facilitate real-time communication and Stripe payment gateway for all payments
Once the product was built and ready, we were finally ready to tackle perhaps our biggest challenge -UAT & Compliance checks.
Our dedicated QA team spent weeks combing the system with a dual focus - one, to ensure that the product wascompliant with all the guidelines, and two, to ensureproduct quality and usability.
Once we were confident we created a launch strategy followed by the successful execution of the same. Once the product was live, we were able to receive ourHIPAA compliance certification.
The client seamlessly adopted the product into his practice and noticed a tremendous impact immediately. Not only that, with this solution he was finally able to provide a product to all the people in similar positions.
Using Patient pass has been a breeze! I have found the app easy to navigate and has lots of features that make life simpler for my staff and our patients!
Patient Pass has made a huge difference to our practice! We used to get dozens of patient complaints every week about missed messages and not knowing their lab results. But with Patient Pass, we get compliments about how fast we get back to everyone. Our staff is happier coming to work and the whole clinic feels more welcoming. We love it!
Using Patient pass has been a breeze! I have found the app easy to navigate and has lots of features that make life simpler for my staff and our patients!
Patient Pass has made a huge difference to our practice! We used to get dozens of patient complaints every week about missed messages and not knowing their lab results. But with Patient Pass, we get compliments about how fast we get back to everyone. Our staff is happier coming to work and the whole clinic feels more welcoming. We love it!
The No-End Relationship07
We continue to support them to this day and during Covid-19 weeven helped implement telemedicine features including
- Live Video Chat Appointments
- Integrated Pharmacies for Medicine Delivery