CASE STUDY Healthcare

Digitizing the Patient/Provider Experience

One of the largest healthcare providers and insurers in the U.S. was looking to expand its digital infrastructure and ecosystem to improve care accessibility and effectiveness for its 10 million plus members across hundreds of locations.

The company needed a digital engineering partner to address some key business and technology challenges such as the inability to connect digital health record systems, concerns about patient data security and privacy, and the impersonalization of patient-provider relationships. It also wanted to track the availability and release of controlled substances for pharmacies in its health system to minimize manual errors.

  • Founded in 1945

    Founded in 1945

  • 10M+ members

    10M+ members

  • 3 divisions

    3 divisions

  • $90B+ Annual Operating Revenues

    $90B+ Annual Operating Revenues

streamlining software testing

Infostretch began work with the company in 2010 and has evolved with the company and worked on many projects during a decade-long relationship that continues to grow. Over this period, Infostretch has led the design, development, and delivery of multiple digital healthcare solutions, including integrations to the existing hospital and medical practice systems. Some of the projects also included QA and testing of the applications to ensure optimal performance in use. This partnership enabled the company to launch new insight-driven technology initiatives faster, increasing patient satisfaction by easing access to care, and increasing operational efficiency, resulting in over $5M in cost savings.

THE CUSTOMER
JOURNEY

2014

2016

2017

2019

2014
  • Mobile channel focus
  • Turnaround times reduced from 5 days to a few hours
  • Focus on building the test architecture, frameworks, virtualization, Jenkins integration
  • Focus on optimization & ROI

2016

2017
  • CDTS start – Pharmacy OPIP
  • Strategic partnership for key initiatives
  • eVisits success
  • Managed deliverables, outcomes & outcome ownership

2019
  • Digital engineering services co-innovation, next-gen technology – blockchain, Alexa
  • CIO 100 Award project – Mobile insights
  • Managed initiatives – Mobile insights, The members’ portal, Member Broker, IoT

the Results

Key Outcomes

Faster time to market
Faster time
to market

for new insight-driven technology initiatives.

Early delivery Gains
Early delivery
Gains

2.5 Weeks

Remote Care Interactions Platform.

2 Weeks

Corporate Collaboration Platform.

1.5 Weeks

Pharmacy Inventory Management Platform.

Operating Efficiency
Operational
efficiency

20% cost savings due to elimination of manual processes, resource allocation and SLA for reporting data availability.

Increased patient satisfaction due to ease of access to care and improved experience.

Our methodology

how
we did it

With this company, Infostretch worked across all stages of the digital lifecycle on multiple projects for two separate business units.

Go Digital
Go Digital

Accelerating the delivery of new digital initiatives with confidence

Be digital
Be digital

Creating the infrastructure and foundation to scale digital initiatives

Evolve Digital
Evolve Digital

Leveraging data and analytics to continuously improve digital delivery processes

the challenge
TO integrate digital capabilities

Digital technologies have had an immensely positive impact on the healthcare industry: streamlined operations and lower costs, easier information access enabling better patient care, and groundbreaking new treatments that can be monitored and managed via cloud, mobile and IoT.

This healthcare organization had identified a number of different areas where it wanted to make improvements. Its initial focus was on those use cases where technology could have the greatest impact – for members, doctors, and other staff. But achieving the company’s objectives also required the ability to integrate and tune any new digital capabilities within the unique requirements of the organizations’ existing IT systems and infrastructure.

The Solution

Working as a team

This company had a long-standing relationship with Infostretch and had worked with the team on a number of important digital initiatives across different business units.

This experience, combined with Infostretch’s thought leadership and deep technological expertise had made Infostretch its go-to digital services partner. Working together, the company and Infostretch identified several key use cases that presented a unique opportunity to provide immediate benefit in the areas of both patient care and resource utilization.

Some of these digital initiatives included:

Operational Analytics

Operational Analytics

Infostretch developed an insight-driven platform for both mobile and web to enable collaboration between various operational teams and medical centers. This helped establish performance outcome metrics to create a retrospective scorecard at the patient level. It was highly granular, yet also had the capacity to roll-up to an operational unit level for use by staff.

Remote Care Interactions

Remote Care Interactions

Infostretch created a fully automated and interactive cloud-based voice recognition application platform with a patient-physician, microservice-based interaction model. This solution minimizes the need for patient visits to the hospital, reducing waiting times for appointments, eliminating human errors in the information gathering process and enriching the overall care experience.

Care follow-up

Care follow-up

Infostretch provided the technical expertise to design and develop a Survey Authoring Tool (SAT) to help the provider capture patient feedback on their conditions. This involved working with multiple teams from this large healthcare provider to understand the needs of physicians and clinical team members, define key solution requirements and testing the end-to-end workflow from survey creation to member distribution and access. Infostretch also created a continuous development and release infrastructure to enable more frequent release cycles for new features and higher service levels.

Inventory Management for Controlled Substances

Inventory Management for Controlled Substances

Inventory management and procurement was severely constrained due to a resource and time-intensive process to track and log cycle count of all of its out-patient pharmacy centers manually. This also increased the chances for human error and made it difficult to conduct accurate inventory audits. Infostretch developed a mobile and web application infrastructure to automate the cycle count functionality of the pharmacy inventory. The platform was integrated with a handheld scanner device, backend microservices, data consumption protocol, and API design pattern with 3rd party systems such as Supplylogix, ePIMS, and Daily Cycle Count Snapshot database.

Next Steps
developing new initiatives

Infostretch is currently working with the company on the development and testing of several new initiatives including one related to safer dispensing of prescriptions and another related to more convenient appointment scheduling.