Summary: A regional healthcare network operating 35 clinics and 3 hospitals needed a unified patient engagement platform. Existing tools were fragmented — appointment reminders via one vendor, telehealth via another, and patient surveys via a third — creating a disjointed patient experience and data silos.
Expedite Software Services designed and built a unified, HIPAA-compliant patient engagement platform that consolidated communications, telehealth, and feedback into a single custom application.
Replace 4 disconnected patient-facing tools with a single platform for appointments, messaging, telehealth, and feedback.
Implement intelligent appointment reminders and self-service rescheduling to cut no-show rates below 10%.
Build HIPAA-compliant video visit capability integrated with the existing EHR and scheduling systems.
Drive measurable improvements in patient satisfaction scores through proactive engagement and real-time feedback loops.
Deep integration with Epic EHR — patient demographics, appointments, clinical summaries, and care plans in real-time.
Serve a diverse patient population with support for English, Spanish, Mandarin, and Vietnamese communications.
Node.js (NestJS), PostgreSQL, Redis, RabbitMQ
React Native (mobile), React.js (web portal), TypeScript
Twilio Video API, WebRTC, end-to-end encrypted sessions
HL7 FHIR R4, Epic Open APIs, CDA documents
AWS (ECS, RDS, S3), HIPAA-eligible services, AWS KMS
Twilio SMS/Voice, SendGrid (email), Firebase (push notifications)
Four separate vendors for reminders, telehealth, surveys, and messaging — no unified patient view or data sharing.
18% no-show rate costing the network an estimated $2.4M annually in lost revenue and underutilised clinical capacity.
HCAHPS scores in the 42nd percentile — well below the network's target of 75th percentile for patient communication.
Combined annual spend of $680K across 4 vendors with inflexible contracts and limited customisation options.
Single platform covering appointments, messaging, telehealth, surveys, and care plan engagement — one login for patients.
ML-powered reminder engine — optimal channel (SMS/email/call), timing, and frequency based on patient response history.
HIPAA-compliant video visits with in-session clinical documentation, e-prescribing, and EHR auto-sync.
Post-visit surveys triggered automatically — sentiment analysis dashboards for clinic managers with drill-down by provider.
Bi-directional HL7 FHIR integration — patient data, scheduling, clinical summaries, and care gaps surfaced in real-time.
React Native app for iOS and Android — 4.8-star App Store rating within 90 days of launch.
No-show rate reduced from 18% to 9% within 6 months — recovering an estimated $1.2M in annual revenue.
Patient satisfaction scores improved from the 42nd to the 77th percentile for communication metrics.
Platform handled 15,000+ video visits in Year 1 — 98.5% connection success rate with sub-2-second join times.
Consolidated 4 vendors into one platform — total cost of ownership 60% lower than the previous multi-vendor setup.
Patient communications in English, Spanish, Mandarin, and Vietnamese — serving 95%+ of the patient population.
82% of active patients enrolled in the mobile app within 6 months — driven by in-clinic promotion and SMS onboarding.