Making patient recovery fast and personalized

How we built personalized and automated patient experience platform for PhysioOutcomes?

Untangling the patients’ and providers’ journey

We identified technological, emotional, and educational challenges in the prevention and treatment of MSK injuries. After extensive research and multiple sessions with stakeholders, the Rapidops team came up with a deep understanding of patients’ and doctors’ pain points, journeys, and expectations. We found that patients' behaviors can be improved with continuous education, engagement, and personalized connection with their providers in a friendly setting. On the other hand, while providers wanted to help patients personally, they had to be productive to help more patients; hence, they could not manually engage with each patient.

With insights into what the end-user needs and PhysioOutcomes wants to achieve, we defined the platform opportunity, user expectations, and overall execution strategy.

Improving patient recovery, one conversation at a time

The target users of this platform ranged from GenZ to Babyboomers. It was clear that the user experience was imperative to the platform’s success. We concluded that smartphone users of all ages were hooked to messaging apps, and we decided to bank on this friendly and familiar habit. So, we turned the recovery process into an engaging chat conversation between patients and doctors. We planned to develop a native mobile app for patients and providers to exchange messages, videos, images, documents, and reminders. The providers can keep patients on track with readymade, automated, and personalized content for each unique condition and recovery path.

The MVP prototype allowed us to validate every user touchpoint, discover new requirements, and design the platform that enabled "right" experiences and allowed PhysioOutcomes to scale as a business.

Engineering Breakthroughs

PhysioOutcomes wanted to offer this platform to many providers using the Software-as-a-Service (SaaS) model, and it was also planning to launch more add-ons and apps on the same platform. The platform also had to be HIPAA-ready from day-0, and it must offer an extensive library of pre-built content for each MSK condition - HD videos, images, surveys, and more that providers can instantly use.

Rapidops's engineering team developed a cloud-native and multi-tenant platform architecture. We implemented many patterns such as microservices, API-first, Content Delivery Network (CDN), containerization to make the platform scalable, reliable, and extendable. We carefully picked the modern tech stack that is fast, agile, cost-effective, and aligned with the core platform needs.

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Enable every orthopedic to positively impact the way patients and employees live, work and recover using innovative emerging technologies.

Nishit Patel - VP of Delivery, Rapidops

Automating the end-to-end patient journey

Providers do not have much time to engage with each patient manually because of the low doctor-patient ratio. So, we built a unique pathway automation engine from scratch that makes providers productive without being impersonal to their patients. PhysioOutcomes designed pre-built pathways for all MSK conditions that automatically send messages, exercise videos, pain surveys, and reminders to patients based on the standardized treatment protocols. The only thing providers need to do is add a patient to the pathway and sit back. The platform will engage patients on their behalf, track their progress daily, and keep providers in the loop. No manual effort is required!

Deciphering pain and progress

We knew that providers, especially doctors, only need to engage if the patient is in pain and does not report expected progress, typically measured as Patient Reported Outcomes (P.R.O). For various injuries and conditions, the P.R.O surveys, formulas, and standards are entirely different. We wanted to automate it. So, we built a native survey engine to create custom P.R.Os and a formula designer to score patients' conditions from survey responses.

The platform asks patients to regularly take the P.R.O surveys as part of the automated pathways, i.e., reporting their progress or pains. If the patient needs intervention, doctors are automatically informed to engage.