Case Study: Revolutionizing Patient Communication with SumTech Labs
Client Overview
Industry: Healthcare, Hospital IT & Communications
Core Focus: Enhancing patient experience by integrating a softphone solution with Epic EMR
It is one of the nation’s leading academic medical centers, known for its excellence in patient care, research, and education. With multiple inpatient locations and a state-of-the-art digital infrastructure, it is sought to innovate patient communication by replacing traditional bedside telephones with a fully automated tablet-based softphone system integrated with Epic EMR.
Challenges
-
Enhancing Patient Communication Without Disruptions
a. Patients needed private, bedside phone numbers that followed them as they moved rooms.
b. Minimize unnecessary disruptions by ensuring only relevant calls reach the correct patient. -
Automating Provisioning to Reduce Manual Effort
a. Automate moves, adds, and changes (MACD) to eliminate manual phone provisioning when patients are admitted, moved, or discharged. -
Seamless Integration with Epic EMR
a. Utilize Epic HL7 data to sync patient room assignments dynamically. -
Cost-Effective, Scalable, and Timely Execution
a. Implement a cost-conscious solution with minimal overhead.
b. Ensure timely execution and deployment without disrupting hospital operations.
SumTech Labs' Approach
SumTech Labs played a critical role in designing, developing, and deploying the patient softphone solution.
1. Solution Design & Research
-
Conducted extensive research to determine the optimal integration strategy between Provisioning Manager, Epic EMR, and the softphone system.
-
Designed a scalable, HL7-compliant middleware solution to enable real-time patient phone number provisioning.
2. Mobile App Development (Android-Based Softphone)
-
Developed a custom Android-based softphone installed on Samsung tablets already available in patient rooms.
-
Ensured seamless VoIP functionality, allowing patients to make and receive calls without physical bedside phones.
-
Built a user-friendly interface optimized for hospital environments and patient ease of use.
3. Epic EMR Integration & Automation
-
Integrated Provisioning Manager with Epic EMR via the HL7 protocol to dynamically update patient phone assignments.
-
Implemented real-time provisioning, so that when a patient is admitted, their phone profile is automatically configured in their room’s tablet.
-
De-provisioned the phone instantly upon discharge, ensuring complete data security and privacy.
4. Performance Scaling & Infrastructure Optimization
-
Designed the backend infrastructure to support thousands of concurrent patients, ensuring high availability.
-
Optimized the VoIP call handling system to maintain clear, uninterrupted communication.
-
Implemented load balancing and failover mechanisms to prevent system downtime.
5. Quality Assurance & Security Compliance
-
Conducted extensive QA testing to ensure seamless performance and patient data security.
-
Ensured HIPAA compliance, protecting patient communication and privacy.
Results & Impact
-
Revolutionized Patient Communication – Eliminated manual phone provisioning, providing patients with a seamless, disruption-free calling experience.
-
Automated Epic Integration – Reduced hospital staff workload by automating moves, adds, and changes (MACD) in real-time.
-
Cost Savings – Minimized operational costs by eliminating the need for physical bedside phones and manual provisioning.
-
Scalability & Performance – Supported thousands of patient calls daily with high-availability infrastructure.
-
Successful & On-Time Deployment – Delivered the entire solution within the hospital’s expected timeline, ensuring smooth implementation.
Why Choose SumTech Labs
✔ Expertise in Healthcare IT & Epic Integration – Deep understanding of HL7 protocols, EMR integration, and hospital workflows.
✔ Proven Track Record in Unified Communications & VoIP – Strong background in UC platforms, softphone development, and telecom automation.
✔ Cost-Conscious Development & Scalability – Built a cost-effective solution with scalable performance enhancements.
✔ Seamless Collaboration – Embedded engineering expertise into the core product development team.
✔ Compliance & Security Focused – Ensured HIPAA and healthcare IT security compliance throughout the project.
Conclusion
SumTech Labs played a pivotal role in transforming patient communication by designing, developing, and integrating a fully automated, Epic-connected softphone system. This solution enhanced patient experience, streamlined hospital operations, and reduced costs, setting a new standard for hospital communication technology.
Looking to build scalable, cost-conscious healthcare IT solutions?