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

Twilio
Platform as a Service (PaaS) - Application Development Platforms
Sensors - Camera / Video Systems
Cement
Healthcare & Hospitals
Logistics & Transportation
Sales & Marketing
Onsite Human Safety Management
Remote Patient Monitoring
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.
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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.
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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.
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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.
200K increase in messages MoM in 1 month
Built video channel on platform in 2 weeks
One client saved about two hours of time each day that they otherwise would have used for patient phone calls
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