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Revamping Telehealth Platform Experience with Robust QA

We’ve meticulously refined the platform’s performance to provide an unparalleled telehealth experience. Our dedicated team has focused on enhancing its functionality, ensuring optimal usability and a effortless user journey.

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The Client

A telehealth platform making specialists accessible to patients, providers & organizations.

Functionality Optimization

  • Improved Scheduling
  • Timezone Alignment
  • Reliable Note Taking
  • Audio Optimization

Services Delivered

  • Quality Assurance
  • Automated Scripting
  • Maintenance Support

The Tech

  • Postman
  • Apache JMeter
  • BugMagnet
  • ColorZilla

Project Overview:
Telehealth Platform's Quality Enhancement

After COVID-19, the industry recognized the necessity of expanding healthcare access, especially in remote areas where providers were scarce to meet patients’ needs. This transformation demands better technological solutions. Folio3 can help you provide timely care and monitoring, shorten travel time for medical services, reduce healthcare costs, and improve care coordination.
As TeleMed2u continued to scale, it needed high-quality virtual care experiences for patients and providers to meet the rising demand for healthcare services.
To further refine the platform’s capabilities and fortify TeleMed2u’s leadership in the market, Folio3 chipped in by improving the platform’s connectivity between patients and providers, enhancing user experience and platform engagement.
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Challenges

Regardless of the platform’s robust capabilities, TeleMed2u faced many challenges that required prompt attention:
  • Appointment Scheduling Conflicts: With an expanding user base, the platform needed refinements to ensure perfect synchronization of provider schedules and minimize meeting overlaps.
  • Mismatched Timezone: Handling complex timezones for patients and providers in different regions was a problem. Improvements in timezone management were necessary to ensure smooth appointment reminders and reduce no-shows.
  • Patient Portal Data Reliability: Ensuring precise clinical note entry was a top priority, and the platform sought enhanced mechanisms for better data handling.
  • Audio Experience in Virtual Calls: There was a need to further enhance the audio experience during live video calls between patients and providers to achieve a better user experience.
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Our Solution: QA Testing Scenarios

To resolve such challenges, Folio3 Digital Health experts, with experience in maintaining HIPAA compliance and QA automation strategies, overcame them using the following approaches

Improved Scheduling System

Implementing a database-level locking mechanism eliminated appointment conflicts, resulting in effortless and smooth scheduling.

Catering Time Zone Differences

Automated scripts tested time zones, and appointments were stored in UTC for accurate local time conversion. The reminders included clear time-zone indicators.

Reliable Clinical Notes Taking

Automation scripts were used to verify and ensure the accuracy of clinical notes, aiding in better data management.

Enhanced Audio for Virtual Calls

By migrating to a better-suited third-party tool, the audio clarity issue for iPhone users was effectively resolved, improving the overall call experience.

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Impact: Improved Performance & User Experience

  • The implementation of the aforementioned QA and maintenance strategies helped TeleMed2u uplift the telehealth platform performance and user-base (patient & provider) satisfaction:
  • Reduction in Scheduling Conflicts: The refinement in the booking system reduced scheduling errors, resulting in enhanced care delivery.
  • Reduction in No-Show Rates: The upgraded version of this improved platform provided consistent and accurate appointment times for patients and providers across different time zones.
  • Accurate Data Management: ImprovingThe improvement in clinical note logging improved patient outcomes and facilitated prompt data transfer within TeleMed2u’s care network.
  • Increase in Successful Consultations: After migrating to a well-suited third-party tool, audio capabilities improved, improved audio capabilities and enhanced patient-provider communication was enhanced.
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