Case study · 2023

A telemedicine platform 18,000 patients use without support

A network of eleven clinics needed video consultations that older patients could complete unassisted, and that did not add administrative work for already stretched clinicians.

Client: Ayur Health Network (multi-specialty clinics, Kerala)
Sector: Healthcare & MedTech
Duration: 6 months

Healthcare & MedTech

Ayur Health Network (multi-specialty clinics, Kerala)

Laravel React WebRTC PostgreSQL AWS Mumbai

42%

reduction in appointment no-shows

11 min

recovered per clinician per day

96%

of patients join unassisted on first attempt

18,000

consultations in the first year

The challenge

Where things stood

The clinic network had trialled two off-the-shelf telemedicine products. Both failed for the same reason: patients over sixty could not complete the join flow without a phone call from reception, which erased the efficiency the platform was meant to create. Clinicians also refused to use a system that meant entering notes twice, once in the video tool and again in the clinic system.

Our approach

What we did about it

We ran usability sessions with fourteen patients aged 58 to 79 using the existing products, and watched exactly where they stopped. The failure was almost always account creation and app installation before a consultation could begin.

The redesign removed both. Patients receive an SMS link that opens the consultation directly in the browser, with no account, no app and no password. Identity is confirmed by the clinic at the start of the call, as it would be in person.

For clinicians, notes are captured inside the consultation view and written straight into the clinic management system, so nothing is entered twice. Prescriptions are generated and sent from the same screen.

What we delivered