HIPAA-Compliant Telemedicine Platform Serving 50 Clinics

Our client operates a network of 50 primary care clinics across three states, serving primarily Medicare and Medicaid populations. Prior to this engagement, virtually all patient interactions were in-person the network had no telehealth capability, and its existing patient portal was a decade-old system that supported only appointment scheduling and basic messaging.

When demand for remote care options accelerated, the network's leadership recognised that a stopgap solution wouldn't be sufficient they needed a properly architected platform that could integrate with their existing electronic health record (EHR) system, support video consultations at scale, and meet the compliance requirements that come with handling protected health information (PHI) for a population with significant Medicare exposure.

Equally important: many of their patients were not digitally native. The solution needed to be usable by patients in their 70s and 80s with limited smartphone experience, not just tech-savvy younger demographics.

Every component video infrastructure, messaging, data storage needed to be HIPAA-compliant by design, with Business Associate Agreements in place for every third-party service used.

The existing EHR vendor offered a limited, poorly documented API. Integration required careful reverse-engineering of data formats and a fallback HL7 interface for critical data sync.

The interface needed to support video visits via a single tap from a text message link no app download, account creation, or password required for patients.

We split the engagement into two parallel workstreams from day one: a clinical-facing web portal for providers (built as a full-featured web application), and a near-zero-friction patient experience accessible from any smartphone browser without installation.