Patient Engagement Platform
Client Profile
Private equity portfolio company, regional healthcare provider
Unifying patient communication and engagement across 12 acquired practices.
The Challenge
PE ownership had consolidated 12 independent medical practices over 3 years. Each had different patient portals, communication systems, and workflows. Patients were confused, staff were frustrated, and operational costs were high. The existing systems couldn't support the unified brand experience needed for further growth.
Why a Long-Term Partner
The PE operating partner had seen multiple portfolio companies struggle with technology modernization. They wanted a partner who understood that success wasn't just about building software—it was about managing change across multiple organizations with different cultures and concerns.
Our Approach
- Created unified data model while respecting practice-specific workflows
- Built modular platform allowing phased rollout per practice
- Established change management process with practice champions
- Designed for acquisition—new practices could onboard quickly
Technical Solution
Headless CMS for content management across practices. Custom patient portal built on Next.js with practice-specific theming. Integration layer connecting various EHR systems (Epic, Cerner, eClinicalWorks). HIPAA-compliant messaging using Twilio. Analytics dashboard for operational visibility.
Why Continuity Matters
Healthcare consolidation is ongoing. Having a team that understood both the technical architecture and the organizational dynamics meant new acquisitions could be integrated quickly without disrupting existing operations or rebuilding integration patterns.
- Consolidated 12 patient portals into unified platform
- Patient engagement (appointment confirmations) increased 45%
- Reduced no-show rates by 30%
- Supported 2 additional acquisitions during partnership
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