Healthcare
A telemedicine platform that cut patient wait times by 65%
A regional healthcare provider was running remote consultations through a general-purpose video tool and a separate scheduling system that did not talk to it. Patients waited, clinicians improvised, and nothing about the arrangement could be shown to an auditor.
- Client
- Regional healthcare provider, United States
- Timeline
- 16 weeks to first clinic
- Built with
- React, Node, Postgres, AWS
The problem
The waiting room had simply moved online.
Scheduling lived in one system and consultations in another, so nobody could see the queue as a whole. A clinician finishing early had no way to pull the next patient forward.
Patient records were being read from a third system during calls, which meant clinical staff worked across three windows and copied information between them by hand.
The video tool was not covered by a business associate agreement, so the entire arrangement sat outside what the provider could defend in an audit.
What we did
One queue, one record, one boundary.
-
01
A single live queue
Scheduling and consultation became one system, so the next patient is always visible and a clinician who finishes early takes the next one automatically rather than waiting for the slot.
-
02
The record beside the call
Patient context is rendered next to the consultation rather than in another window, pulled through a read-only integration with the existing records system.
-
03
A defensible boundary
Protected health information stays inside one environment with encryption at rest and in transit, role-based access, and an append-only audit log of who viewed what and when.
-
04
Built for the bad connection
Sessions degrade to audio and reconnect without losing the consultation, because a rural patient on poor signal is the normal case rather than the exception.
The number everyone quotes is the wait time. The thing our clinicians actually noticed was not having three windows open during a consultation.
Outcome
What changed.
Waiting time fell by 65%
Measured against the provider’s own baseline over the quarter before launch and the quarter after.
Clinicians stopped switching windows
The three-system shuffle disappeared, which is the change clinical staff mentioned first.
The audit became straightforward
Every session, access and export is logged in a form that can be handed to a reviewer without preparation.
Services involved
More work
Next step
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