Enhancing Patient
Care Through Telehealth

Integrated Telehealth
Solution to Assist
Over-burdened Providers

11 Mins

READ TIME

Healthcare

INDUSTRY

Integrated EHR

PRODUCT TYPE

8 million

USER BASE

Research, UX, UI

OUR ROLE

11 Mins

READ TIME

Healthcare

INDUSTRY

Integrated EHR

PRODUCT TYPE

8 million

USER BASE

Research, UX, UI

OUR ROLE

This project received the iF Design Award 2021 in the User Interface Category and Silver A’ Design Award 2021.

Background

The United States Department of Health and Human Services announced unprecedented steps to expand Americans’ access to telehealth services during the COVID-19 outbreak including –

  • Expanded Medicare coverage for telehealth visits
  • Waiver of potential HIPAA penalties for good faith use of telehealth
    during the emergency
  • Reduction or waivers for telehealth visits paid by federal healthcare
    programs

A US-based workgroup of the COVID-19 Healthcare Coalition conducted a Telehealth
Impact Study of roughly 1,600 healthcare providers

Over 95% of U.S. hospitals use a certified EHR platform, and the benefits of implementing this technology include better continuity of care, simplified data collection, lowered overheads, and reduced mortality rates for the chronically ill, all while maintaining the highest standards of security and privacy. The high-pressure environment brought upon by the pandemic called for a solution that would ease the burden on providers, not require additional efforts of adoption, and met the mandated requirements.

Thus, integrating the EHR system with a telehealth platform was the best way to help organizations make the most of this technology, which could drastically improve clinical workflows.

Problem Statement

The pandemic outbreak mandated distancing between providers and their patients who switched to organized/unorganized telehealth solutions. It resulted in complications for providers who had to shuffle between multiple tools to drive their consultations. It also raised serious concerns about the quality of care delivery and patient safety.

From the providers’ side, the challenges were manifold. These makeshift video conferencing tools were not designed to serve the needs such as –

  • Communicating with patients who don’t speak the same language
  • The additional workload of entering the same patient information more than once
  • Toggling back and forth with the EHR to access patient information while on the call
  • Coordinating with the patient separately for further consultations

Goal

By integrating telehealth into the EHR, the goal was to merge aspects of patient care – safety, effectiveness, patient-centeredness, communication, education, timeliness, efficiency, and equity into a single, robust technology.

Building a solution that –

  • Worked with their existing EHR
  • Simplified documentation between appointments
  • Included pre-appointment responses from the patient to help
    providers prep in advance
  • Aided multilingual communication
  • Helped providers make the most of the window between appointments
  • Triggered follow up steps required post-consultation

Approach

The Minimum Viable Product (MVP) strategy is a design approach that’s used to create a viable, basic solution in a short span. It is an iterative process based on constant user feedback and remains user-focused throughout. It aims to tackle problems or address needs in unique ways. It is an opportunity to set a benchmark in the industry. Here’s how the MVP process panned out for this project –

User Journey
01. Pre-consultation phase

The provider receives a notification for the upcoming appointment well in time along with the patient’s details. This helps in reviewing the details beforehand and lets the provider be prepared for the consultation.

02. Active consultation phase

The provision to run translations and transcriptions of the conversation in real-time is very helpful as the provider can concentrate on the conversation and not be distracted. Plus, the AI assistant proffers relevant reports so that the provider does not have to pause the conversation to do it.

03. Post-consultation phase

The summary and video recording of the consultation are made available for the provider to review, if required. This ensures that the provider does not have to recall details of the call later which helps reduce documentation errors.

Key highlights

Patient Profile Screen

Televisit with Transcript Screen

Patient Profile Post Televisit Screen

Key Highlights

Patient Profile Screen

1Easy and Flexible Switching

Providers are often multi-tasking. The
solution here allows for the provider to
shuffle between patient summaries.

2Emphasis on Primary functions

Clear emphasis on components that are
most relevant for the user on the screen.

3Context

Allow the provider to access information
that would help them build context and
prepare for the appointment better.

4Readability

High contrast between text and
background along with control to manage
the font size to make it easier for providers
with visual limitations to read the
information on screen.

Televisit with Transcript Screen

1Transcription

More control to providers with
capability to see

  • Transcription of communication
  • Suggestions from inbuilt AI to
    saved documents and
    information saved in the system
    related to the discussion.

2Simplified Encounter Summary

The system identifies data that is
relevant for documentation done post
appointments by highlighting them in
the transcription.

Patient Profile Post Televisit Screen

1Simplified Documentation

Easy to read and process transcript that is
processed by the built in NLP that
identifies important information that can
be used for encounter related
documentation.

2Side by Side Video

Quick preview of the call recording and
structured notes extracted from it to
make it easier for the provider to work
on documentation than having to recall
points from the discussion.

Conclusion

This telehealth integrated EHR solution

  • Is used for 1.5 million minutes per day
  • By 80,000 facilities encompassing 130,000+ physicians
  • It has been downloaded 100,000+ times on the App Store and Play Store
  • It carries an average rating of 4.0
  • Won three international awards for UI design and impact