Digital healthcare · integration and patient experience
A healthcare service starts before the connection to the provider.
A patient needs help for themselves or a family member. Before a consultation starts, the service needs to establish who it is for, which membership applies and how the person can access the appropriate care. For a digital healthcare provider, we connected third-party communications technology with that patient journey.
Digital healthcare · the steps around a consultation
The right person, in the right care context.
Who needs care?
The user acts for themselves or a family member.
Which access applies?
Membership and payment determine the available service.
Start the consultation
The client app opens the connected communications service.
The brief: make external technology part of the service
Communications technology was one part of the offering. Around it, the patient application and supporting services handled member information, subscriptions, payment and the initiation of consultations. Those parts needed to work together for the person using them.
IndustrylinQ worked alongside the project lead and DevOps on the API and client-facing application. Our responsibility covered the communications integration and the processes around it. Product questions and technical dependencies could therefore be addressed within the same delivery team.
Who the person acts for changes what happens next
The patient application supports registration and family relationships. A user can select the family member who needs a consultation. The relevant membership, subscription and pricing information then determines which service applies.
That is more than a sign-in requirement. The account holder and the person receiving care are not necessarily the same individual. The distinction needs to hold throughout the application and its connections to supporting services.
We worked on that connection between the API and client application. Memberships, payment methods and consultation access belong to a single product journey, rather than unrelated screens.
Include the transition to the care provider
When a consultation is initiated, the application receives the destination for the connected care provider and opens it for the user. Consultation history also has a place in the application.
The external service performs its own role. The patient application brings the user to it in the appropriate context. That distinction defined our contribution: the integration and surrounding processes, rather than building the underlying communications technology or providing medical care.
What this means for the business and its users
The terms under which the business offers care connect with the way people access it. Patients can act for themselves or a family member through their account, without having to navigate the technical boundaries between the systems behind the service.
For the project team, the API, client app and integration formed a shared design problem, with a defined area of responsibility for IndustrylinQ. The principle applies beyond healthcare: an external payment, signing or communications service becomes part of your offering when the steps before and after it work together.
Explore our approach to systems integration and customer and partner portals. If the service itself needs to be worked through first, start with business process analysis.
Your next step
An idea, or a detailed brief?
We start from where you are. Discuss the application, any existing requirements and the team we would work alongside.