Twilio Case Studies Revolutionizing Patient Telehealth Experience: A Case Study on OhMD

	Revolutionizing Patient Telehealth Experience: A Case Study on OhMD Twilio

Revolutionizing Patient Telehealth Experience: A Case Study on OhMD

Twilio

Technology Category	Platform as a Service (PaaS) - Application Development Platforms Sensors - Camera / Video Systems
Applicable Industries	Cement Healthcare & Hospitals
Applicable Functions	Logistics & Transportation Sales & Marketing
Use Cases	Onsite Human Safety Management Remote Patient Monitoring
Challenge	The healthcare industry is often characterized by a lack of efficient communication between providers and patients. Patients desire more clarity, access, and human connection in their healthcare experience. However, they often encounter more paperwork, more technology to forget passwords on, more time spent on hold, and more frustration. New technology, instead of simplifying the process, often creates more work for the clinician and a greater disconnect with patients. Even as new 'patient-focused' healthcare technology and telemedicine software emerges, patients are rarely consulted, resulting in a telehealth experience that is underutilized and overhyped. The challenge was to create a platform that uses communication channels patients already understand, enabling providers to offer a more meaningful care experience. Read More
About Customer	OhMD's customers are the hospitals and practices that use their platform. The company's first focus is always on the patient, leveraging technology the patient already knows, understands, and uses every day. The platform is designed to improve the patient experience from intake and appointment scheduling, all the way through the care journey to generating reviews and ratings for a practice. The goal is to enable brick and mortar practices and hospitals to deliver a much better patient experience through improved communication, whether that’s through intake forms or video conferencing through text. Read More
Solution	OhMD developed a platform that focuses on simple, easy SMS communication to improve patient care. The platform provides a simple programmable messaging and video service that allows providers to interact with their patients as well as internally. The focus is always on the patient, leveraging technology the patient already knows, understands, and uses every day. From patient intake and appointment scheduling, all the way through the care journey to generating reviews and ratings for a practice, OhMD focuses on utilizing the technology that is already in the patient’s pocket. OhMD started with SMS as the initial point of contact and then built on that. They partnered with Twilio to create a stellar user experience via SMS, build in logical workflow for all the different health practices that would be using their telehealth platform, and take into consideration the human element of making the platform work. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Sensors - Camera / Video Systems

Applicable Industries

Cement

Healthcare & Hospitals

Applicable Functions

Logistics & Transportation

Sales & Marketing

Use Cases

Onsite Human Safety Management

Remote Patient Monitoring

Challenge

The healthcare industry is often characterized by a lack of efficient communication between providers and patients. Patients desire more clarity, access, and human connection in their healthcare experience. However, they often encounter more paperwork, more technology to forget passwords on, more time spent on hold, and more frustration. New technology, instead of simplifying the process, often creates more work for the clinician and a greater disconnect with patients. Even as new 'patient-focused' healthcare technology and telemedicine software emerges, patients are rarely consulted, resulting in a telehealth experience that is underutilized and overhyped. The challenge was to create a platform that uses communication channels patients already understand, enabling providers to offer a more meaningful care experience.

About Customer

OhMD's customers are the hospitals and practices that use their platform. The company's first focus is always on the patient, leveraging technology the patient already knows, understands, and uses every day. The platform is designed to improve the patient experience from intake and appointment scheduling, all the way through the care journey to generating reviews and ratings for a practice. The goal is to enable brick and mortar practices and hospitals to deliver a much better patient experience through improved communication, whether that’s through intake forms or video conferencing through text.

Solution

OhMD developed a platform that focuses on simple, easy SMS communication to improve patient care. The platform provides a simple programmable messaging and video service that allows providers to interact with their patients as well as internally. The focus is always on the patient, leveraging technology the patient already knows, understands, and uses every day. From patient intake and appointment scheduling, all the way through the care journey to generating reviews and ratings for a practice, OhMD focuses on utilizing the technology that is already in the patient’s pocket. OhMD started with SMS as the initial point of contact and then built on that. They partnered with Twilio to create a stellar user experience via SMS, build in logical workflow for all the different health practices that would be using their telehealth platform, and take into consideration the human element of making the platform work.

Impact #1	OhMD's solution has not only improved the efficiency of healthcare practices but also enhanced the patient experience. The platform has made it easier for patients to communicate with their healthcare providers, reducing the time spent on hold or trying to navigate complex technology. The use of SMS as the initial point of contact has made communication more accessible and convenient for patients. The integration of video into text conversations has also provided a safe and easy way for patients and providers to interact during the pandemic. Furthermore, the platform has been instrumental in helping with vaccine distribution efforts, integrating the OhMD telehealth platform into unique vaccination processes to support vaccine scheduling. Overall, OhMD's solution has put the human element of healthcare first, revolutionizing the patient telehealth experience.

Impact #1

OhMD's solution has not only improved the efficiency of healthcare practices but also enhanced the patient experience. The platform has made it easier for patients to communicate with their healthcare providers, reducing the time spent on hold or trying to navigate complex technology. The use of SMS as the initial point of contact has made communication more accessible and convenient for patients. The integration of video into text conversations has also provided a safe and easy way for patients and providers to interact during the pandemic. Furthermore, the platform has been instrumental in helping with vaccine distribution efforts, integrating the OhMD telehealth platform into unique vaccination processes to support vaccine scheduling. Overall, OhMD's solution has put the human element of healthcare first, revolutionizing the patient telehealth experience.

Benefit #1	200K increase in messages MoM in 1 month
Benefit #2	Built video channel on platform in 2 weeks
Benefit #3	One client saved about two hours of time each day that they otherwise would have used for patient phone calls

Benefit #1

200K increase in messages MoM in 1 month

Benefit #2

Built video channel on platform in 2 weeks

Benefit #3

One client saved about two hours of time each day that they otherwise would have used for patient phone calls

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Overview

Revolutionizing Patient Telehealth Experience: A Case Study on OhMD

Operational Impact

Quantitative Benefit