Making Patient-Provider Virtual Sessions More Productive & Successful
Client/Industry
A telehealth platform making specialists accessible to patients, providers & organizations.
Process Improvement
- Successful Virtual Calls
- Time Zone Alignment
- Fixed Audibility Issues
Services
QA, Maintenance support & automated scripting
Tech
DifChecker, BugMagnet, ColorZilla, Apache JMeter for load testing, & Postman for backend testing
Project Overview:
TeleMed2u QA and Maintenance Support
TeleMed2u is an emerging telehealth platform that facilitates online consultations between patients and healthcare providers. TeleMed2u aims to make specialists accessible to patients, providers, and organizations with a diverse set of features such as appointment scheduling, virtual consultations, and real-time email & SMS notifications.
To reach a top level of an uninterrupted and high-quality user experience, TeleMed2u reached out to Folio3 Digital Health to implement thorough checks on the platform’s quality process, ongoing maintenance support, and automated scripting solutions.
Challenges
- Audibility Issues: A group of patients experienced audio problems during the live video calls with their providers caused by using certain devices and browsers.
- Appointment Scheduling Conflicts: Often the discrepancies in the availability of the providers led to multiple calendar bookings or missed notifications of appointments.
- Patient Portal Data Accuracy: The accuracy of clinical notes entry within the platform’s own EMR system held value since the errors could reflect erroneous clinical outcomes.
- Timezone Testing for Pacific & Central: Patients and providers situated in the Pacific and Central time zones experienced confusion due to two different time zones, increasing the appointment no-show rate.
Our Solution: QA Testing Scenarios
Resolving Audibility Issues on Virtual Calls
iPhone 13+ users on Safari experienced audio problems during Vonage video calls. Sentry logs identified Vonage as the culprit. Migrating to OpenTalk, known for better device/browser compatibility, is the proposed solution.
Tackle Inaccurate Clinical Notes Population
A few problems were faced while inputting clinical notes during live patient diagnosis. These inaccurate clinical notes included the ICD-10 code and suggested treatments, leaving patient records incomplete.
Overcoming Multiple Bookings in Appointment Scheduling
Overlapping appointments caused scheduling chaos. Automated stress tests revealed a race condition during back-to-back bookings. A database-level locking mechanism was implemented to prevent double bookings.
Catering Time Zone Differences
Implemented automated scripts to test both time zones, later on, appointments were stored in UTC and converted to the user’s local time. The notification reminders also indicated clear time-zone indicators to refrain from confusion.
Impact
- The implementation of the aforementioned QA and maintenance strategies helped TeleMed2u uplift the telehealth platform performance and user-base (patient & provider) satisfaction:
- Enhanced User Experience: After migrating to OpenTalk, they overcame the audibility issues, managing to increase the success rate of patient-provider encounters by 15%.
- Improved Appointment Scheduling: The refinement in the booking system led to the reduction of scheduling conflicts by 95%, resulting in enhanced care delivery.
- Accurate Data Management: The improvement in clinical note logging aided in better patient outcomes and facilitated prompt data transfer within TeleMed2u’s care network.
- Reduced No-Show Rate: The improved system provided consistent and accurate appointment times for patients and providers across different time zones, reducing the no-show rate by 80%.
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