Mend

Telehealth Patient Scheduling Platform

About Mend

Mend is a pioneering telehealth and patient engagement platform offering an enterprise-level solution designed to streamline healthcare operations. By facilitating seamless patient intake, communications, personalized in-office and telemedicine workflows, and automated patient payments, all powered by AI, Mend addresses the critical operational challenges in healthcare.

With a remarkable 94% patient satisfaction rate and a 61% reduction in no-show rates, Mend has significantly improved patient engagement and drives better business outcomes for healthcare providers.

The Challenge

Mend sought to enhance its platform's capabilities by integrating a patient scheduling system that allows for direct scheduling between patients and healthcare providers. The goal was to build a patient scheduling system to implement across Mend’s customers' websites with a customized front end that aligns with each customer's branding, improving accessibility and efficiency in patient-provider interactions. The primary challenge was to develop a highly adaptable, user-friendly scheduling system that could seamlessly connect with Mend's existing backend infrastructure while ensuring a consistent brand experience for Mend’s diverse healthcare clinic customers.

Solution

To meet Mend's goals, AppEvolve implemented a comprehensive solution that uses Mend’s API for backend functionality and modern web development technologies for the front end built on AWS services.

Custom Patient Scheduling System Development

Using Mend's API, AppEvolve developed a patient scheduling system that integrates directly into the healthcare providers' websites managed by Mend, facilitating straightforward patient-to-provider scheduling.

React-Based Front End

For the front end, React was chosen for its flexibility, efficiency, and ability to create a dynamic, user-friendly interface tailored to match the branding requirements of Mend’s clients, ensuring a seamless user experience.

AWS Services Integration

CloudFront

Deployed to deliver a fast, secure, and scalable content delivery network service, ensuring the scheduling system is accessible with low latency and high transfer speeds globally.

S3

Used for storing and protecting any static assets used by the scheduling system, offering durability, availability, and performance.

Amplify

Seamlessly integrating with dealers' Pricing Tools, Customer Relationship Management (CRM) systems, and Inventory Databases to enhance data accuracy and efficiency.

Outcome and Project Success Metrics

The implementation of the custom patient scheduling system led to significant improvements in Mend's service offering:

Increased Accessibility
Patients gained direct access to healthcare providers, improving the convenience and efficiency of scheduling appointments.
Enhanced Patient Satisfaction
The new system contributed to maintaining Mend’s high patient satisfaction rate by streamlining the appointment scheduling process.
Customized Brand Experience
Each implementation of the scheduling system was customized to the healthcare provider's branding, ensuring a cohesive user experience that reinforced trust and brand loyalty.
Operational Efficiency
Automated scheduling reduced manual data entry and administrative workload, allowing healthcare providers to focus more on patient care.

Lessons Learned

The project provided valuable insights into developing and integrating complex healthcare technology solutions:

Customization is Key
Tailoring the user interface to match the branding of different healthcare providers enhances the user experience and brand consistency.
Flexibility Through API Integration
Using Mend’s API for backend integration allows for greater flexibility and scalability of the scheduling system across various client websites.
Importance of Modern Web Technologies
Adopting modern web development frameworks like React, coupled with AWS cloud services, can significantly improve the performance and scalability of web applications in healthcare settings.
User-Centric Design
Focusing on the end-users—patients and healthcare providers—during the design and development process ensures the final product effectively meets their needs and expectations.

Architecture Diagram

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