Healthcare System Patient Experience Revolution

Unity Health Network, operating 12 hospitals and 200 outpatient clinics, faced critical challenges with fragmented patient data and poor care coordination. Patients repeated their medical history at every touchpoint, care teams couldn't access complete patient records, and follow-up care often fell through the cracks.

We implemented Health Cloud integrated with Service Cloud to create a comprehensive Patient 360 view. Custom patient journey workflows were built for chronic disease management, post-discharge follow-up, and preventive care outreach. The solution included a patient portal using Experience Cloud for appointment scheduling, test results, and secure messaging.

Our lifetime guarantee proved invaluable when new HIPAA regulations required system modifications—all updates were covered without additional cost.

The primary challenge was ensuring HIPAA compliance while integrating data from 47 different EMR systems and maintaining real-time synchronization. Patient privacy and data security were paramount throughout the implementation.

Creating intuitive interfaces for clinical staff who had limited technical expertise required extensive user experience research and iterative design. The system needed to work seamlessly in high-pressure emergency situations.

Scaling the solution to handle 2.5 million patient records while maintaining sub-second response times demanded advanced architecture and performance optimization.