The primary aim was to modernize the legacy system, enhance overall performance, and improve patient care.
Implementing a Medical Answering System: A Step Towards Effective Patient Care
Industry
Healthcare
Country
USA
Team Size
6+ Specialists
Project Duration
5+ Years and Ongoing
Project Architecture
RxWeb Framework
Business Objective
About the Client
Our client is a healthcare professional in the USA. Their primary objective is to improve patient care delivery across the USA at their fingertips with the help of an advanced Medical Answering System. The system is used by over 1,000 providers and 200 agents. It handles over 10,000 calls and notifications per day.
Project Description
Accessibility and responsiveness to patient needs are paramount in the healthcare domain. Our client, a healthcare organization deeply committed to enhancing patient care, embarked on a groundbreaking project to develop a Medical Answering System.
This system has been a major success in the healthcare domain. It has improved patient care, reduced the workload on call center agents, and is easy to use for both providers and agents.
The Medical Answering System aimed to bridge the gap between patients requiring medical attention after regular clinic hours and the providers who could deliver it.
Traditionally, patients seeking after-hours medical assistance would call a call center, where agents followed scripted responses. However, our client envisioned a more dynamic and efficient approach. They had the idea of creating a system that would bypass the call center, allowing providers to be promptly notified based on patients’ needs and provider availability.
Well, the core objective of developing this Medical Answering System was to ensure that patients received the right treatment and care at the right time, without unnecessary delays or hassles.
Business Context
The client approached an experienced healthcare software development company, Radixweb, to migrate their legacy application because the traditional one was facing performance and user experience issues due to old tech stacks.
Their key objectives were to:
- Prioritize direct communication with healthcare providers when needed by passing call center agents.
- Redevelop user-friendly UI using the latest technologies and architecture.
- Develop a combination of two applications – one for the admin or providers and one for the agents.
- Have Telehealth service module for web and mobile app.
Our Solution
When our client approached us with their legacy application problems, our team recognized the need for a comprehensive solution that would not only address the performance issues but also provide modules like telehealth services, secure messaging, answering services for seamless patient care.
Here’s how we overcame the challenges and transformed the system:
Performance Enhancement
Our experienced healthcare software developers leveraged the latest technologies to create a high-performance system that could meet the client's needs seamlessly. The utilization of Radixweb’s multi-tenant architecture – RxWeb proved to be a game-changer in achieving a significant performance boost.
User-Friendly UI
Our designers and developers worked collaboratively to craft a brand-new, intuitive user interface. This UI overhaul aimed to simplify operations, reduce user friction, and improve efficiency in handling patient inquiries.
Workflow Optimization
Our team meticulously designed the answering service workflow, ensuring that it streamlined operations and reduced response times. The result was a system that could handle complex tasks swiftly while maintaining a high accuracy ratio of 99.9%.
Third-party Integration
We integrated ICD 10 and CPT codes to enhance medical coding billing, CoPay for secure cryptocurrency transactions, and HAPI-FHIR for seamless health data exchange with our comprehensive medical software development services. These integrations strengthened our system's financial and medical data management capabilities, delivering comprehensive healthcare solutions.
Security Implementation
We adopted a multi-faceted approach to ensure the application's security and safeguard user data. Here are the key security measures we implemented:
- JSON Web Tokens (JWT) and OAuth2.0: To achieve domain and user security, we used JWT and OAuth2.0 security tokens to access the application.
- OWASP Top Ten Standards: We adhered to the OWASP Top Ten standards and implemented their security guidelines, ensuring comprehensive protection against common vulnerabilities.
Performance and Scalability
With our modernized microservice-based REST architecture, we ensure to provide performance and scalability. This approach allowed the system to manage increased loads efficiently, making it highly scalable to accommodate future growth.
Accessibility
We recognized the importance of making the system accessible to many users. To achieve this, we:
- Designed a simple and intuitive UI that reduced the learning curve for users.
- Provided consistent navigation throughout the application for a seamless user experience.
- Defined proper color contrast ratios to cater to users with visual impairments, complying with accessibility standards.
Boost Your Medical Business with High-Quality Software
Most Prominent Features
Here, we have highlighted some essential features we developed for the medical answering system.
Televisit Scheduler and Video Call Module
These modules enable seamless virtual appointments with features like real-time scheduling and secure video conferencing.
Patient Intake Module
It simplifies registration with online forms, insurance verification, and electronic consent, enhancing check-in efficiency.
HIPAA-compliant Infrastructure
We ensure robust data security and privacy compliance, featuring encryption, access controls, and regular audits.
Answering Services
It provides efficient patient communication and medical call handling.
TeleHealth Mobile and Web App
It offers accessible healthcare services via user-friendly mobile and web applications, enhancing patient engagement and remote care.
Value Delivered
Our comprehensive healthcare software development solution not only resolved the performance issues of the legacy application but also transformed it into a highly secure, user-friendly, and accessible system.
Before :
Legacy System Limitations:
The legacy medical answering system was developed using outdated technologies. This legacy infrastructure resulted in performance issues, operational inefficiencies, and poor user experience.
Operational Bottlenecks:
The process completion within the legacy system was challenging, consisting of time-consuming processes and system lag. It was difficult for them to handle the patient inquiries.
Provider Roster Management:
There were practical difficulties in coordinating provider schedules and on-call rosters across several institutions. The manual management of these schedules frequently led to inefficiencies.
Notification Preferences:
The client struggled to ensure that providers received timely notifications aligned with their preferences and the urgency of patient needs, impacting the quality-of-care delivery.
After :
Adding Notes:
The application allows users to not only consult doctors through video calls but also manage to add notes as dictation while on the call with the patient.
Call Scheduling Functionality:
Providers appreciated the flexibility of setting their on-call schedules and notification preferences. This customization improved their work-life balance and job satisfaction.
Automated Notifications:
SMSs and emails have unburdened administrative staff.
Patient Data Management:
This provides an electronic Patient Intake solution that encourages patients to complete a pre-visit registration conveniently. It streamlines the interaction between patients and healthcare providers, eliminating some of the overhead associated with manual entry of patient data, processing patient forms, collecting payments, updating insurance information, and managing patient check-in.
Resource Management:
The centralized roster management system allowed for efficient allocation of healthcare resources, reducing the likelihood of understaffing or overstaffing.
Cost Effective:
The streamlined workflow reduced the need for additional call center agents, resulting in cost savings for the client.
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