A Perfect Day

A Perfect Day in Healthcare

An inside look at the patient and practitioner experience when optimized with programmable communications

Thanks to advances in smart technology, such as video APIs and other features that make it possible to maintain HIPAA cloud compliance, telemedicine is empowering patients to consult with healthcare professionals remotely. Find out how doctors, patients, and service providers can leverage intelligent digital communications to create the perfect day. Plus, download the full ebook to explore two other perfect days in healthcare communications.

One Patient. One Perfect Day.

Discover how Vonage APIs help patients and providers seamlessly engage for a virtual healthcare appointment.

Reimagine Your Own Healthcare Experience

Adding digital communications to your healthcare service can enhance the journey for everyone involved—from driving operational efficiencies, empowering practitioners to provide better care, and delivering an outstanding patient experience.

How will you use digital communications to create the perfect day in healthcare?

Speak to us about implementation and best practices we’ve learned from working with customers such as Babylon Health, ResolutionMD, Intouch Health, and Maven.

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VIRTUAL CONSULTATION

REMOTE COLLABORATION

GROUP THERAPY

Virtual Consultation

Patient

Francine feels unwell but she is hesitant to visit her doctor's physical location given the threat of COVID-19. She remembers her local practice has an app that lets her speak to a doctor from any device, at home or work.

Dr. Diane is a busy practitioner. Her clinic has a new telehealth app that lets patients book live video consultations. She can now help more patients than ever before.

Doctor

START the day

8:15 am

8:20 am

8:30 am

6:00 pm

7:00 pm

7:20 pm

Ongoing

8:15 am

Francine downloads the app from her home office and registers an account. She verifies her identity by entering a secure, one-time code sent by SMS, voice call, or WhatsApp.

8:15 am

Francine describes her symptoms to a virtual agent. Using speech recognition, the virtual agent determines if her condition is best addressed via live video, a phone call, or by messaging a doctor.

8:20 am

What are your symptoms?

Francine needs to see a doctor. She automatically schedules a live video appointment using speech-to-text, and a message appears with the doctor’s details. She is delighted to recognize the doctor from a previous visit.

8:30 am

Dr. Diane sees an alert for Francine’s appointment. She reads her recent medical history to prepare for the consultation.

8:31 am

Francine receives an SMS appointment reminder and confirms she will be attending by replying “YES”.

6:00 pm

Dr. Diane and her receptionist see Francine’s confirmation. It helps the practice reduce no-shows and manage last-minute cancellations.

6:01 pm

6:00 pm

Francine joins the video consultation using her laptop in the comfort of her own bedroom.

7:00 pm

Dr. Diane is ready to meet with Francine. She uses Vonage Video API capabilities, including the blurred background, to ensure that her location and personal details remain private. The consultation is also securely recorded for compliance purposes, and it frees her from notetaking.

7:00 pm

Francine receives the message and connects with a virtual agent to schedule her follow-up appointment in two weeks’ time

7:25 pm

Dr. Diane pinpoints Francine’s problem, sets a treatment plan, and prescribes her medication. She sends a message to arrange a follow-up appointment.

7:20 pm

Calling… Dr. Diane’s Clinic

0:10

Ongoing

9:00 am

9:30 am

12:58 pm

1:00 pm

1:50 pm

2:10 pm

Ongoing

Group Therapy

Simon has therapy to treat depression, but sometimes life gets in the way. Thankfully, his clinic has an app that lets him join group therapy on any device, whether at home or on-the-go.

Dr. Diane runs a weekly group therapy session via her clinic’s telehealth service. Her patients can now access treatment with a simple voice or video call, which helps them stay engaged in regular therapy.

start the day

Dr. Diane

Simon is sent a WhatsApp message to remind him that his weekly group therapy session is this afternoon. But he receives dozens of messages every day so he doesn’t notice it.

Simon

9:00 am

Simon's phone rings, which gets his attention. He answers and it’s an automated voice alert with a reminder message. He confirms he is attending by pressing 1.

Voice

9:30 am

12:58 pm

1:00 pm

1:50 pm

Hi Dr. Diane, I have a few questions regarding the mindfulness excersise that you sent out earlier. Do you have a moment to chat?

2:10 pm

START OVER

Ongoing

Messaging

9:00 am

9:15 am

3:00 pm

3:10 pm

3:30 pm

3:45 pm

4:00 pm

Remote Collaboration

Joe has a complicated knee injury. Rather than travel hours to a specialist, he agrees to an in-person consultation with his doctor and a specialist surgeon by live video.

Patient

Dr. Diane is due to review a patient’s X-rays and discuss surgery. Instead of referring him to a specialist, she has organized to collaborate with one over live video.

Start the day

Doctor & Specialist

Dr. Diane reminds the surgeon about their joint consultation. She sends a message with the details for him to join.

9:00 am

The surgeon confirms he will video call from his clinic. He studies Joe’s X-rays and concludes he will need surgery followed by rehabilitation.

9:15 am

Joe arrives at his practice and avoids the time and expense of traveling to a specialist. After a brief chat, Dr. Diane starts the video call with the surgeon.

Joe

3:00 pm

The surgeon verifies his identity with a secure one-time SMS code. He appears on a robotic tablet screen mounted to the doctor’s desk. He controls it remotely to engage with the patient and doctor as if he were in the room.

The surgeon

Joe watches as his X-rays appear on the shared screen. The surgeon annotates them, circling the problem areas and marking how he proposes to operate.

Joe

3:10 pm

The surgeon adds his physiotherapist to explain the post-op rehabilitation process. She is out on home visits today so joins by voice from her mobile phone and also verifies her identity.

The physiotherapist

3:30 pm

Authentication

The surgeon answers Joe’s questions and after much discussion, he agrees to the surgery. When the consultation ends, a secure link to the recording is available.

the surgeon.

3:45 pm

Messaging

Video

Joe gets a message from his practice after the appointment. It has several options for a surgery date to which he can reply or call.

Joe

4:00 pm

NEXT SCENARIO

Messaging

The surgeon invites his physiotherapist to the consultation to explain the rehabilitation process.

Video

The surgeon shares the secure link with his team who begin to study the results and prepare for the operation.

Voice

Authentication

Messaging

Video

Messaging

Digital Healthcare Communication Channels

With Nexmo APIs, it’s now easier than ever to optimize the healthcare experience— and your practice— with digital communications.

Virtual Consultation

Francine feels unwell but she can’t afford to take time off from work. She remembers her local practice has an app that lets her speak to a doctor from any device, at home or work.

Patient

Dr. Diane is a busy practitioner. Her clinic has a new telehealth app that lets patients book live video consultations. She can now help more patients than ever before.

Doctor

START the day

Dr. Diane reminds the surgeon about their joint consultation. She sends a message with the details for him to join by live video.

Messaging

The Surgeon confirms he will video call from his clinic. He has already studied the patient’s X-rays. The patient will need surgery followed by a rehabilitation program.

Messaging

The Surgeon confirms he will video call from his clinic. He has already studied the patient’s X-rays. The patient will need surgery followed by a rehabilitation program.

Joe checks in for his consultation and avoids the time and expense of traveling to the specialist. After a brief chat, the doctor begins the video call with the surgeon.

The surgeon verifies his identity with a secure one-time SMS code. He appears on a robotic tablet screen mounted on the doctor’s desk which he controls remotely. This enables him to engage with the patient and doctor as if he were in the room.

Authentication

The physiotherapist is added to the line by the surgeon to explains the post-op rehabilitation process. She also verifies her identity with a secure one-time code sent by SMS. She is out on home visits today so joins by voice from her mobile phone.

After much discussion, the patient agrees that surgery is the best option. When the consultation ends, a secure link to the recording sent to the surgeon.

Messaging

Video

Messaging

After much discussion, the patient agrees that surgery is the best option. When the consultation ends, a secure link to the recording sent to the surgeon.

8:15 am

8:20 am

8:30 am

6:00 pm

7:00 pm

7:20 pm

Ongoing

Virtual Consultation

Francine feels unwell but she can’t afford to take time off from work. She remembers her local practice has an app that lets her speak to a doctor from any device, at home or work.

Patient

Dr. Diane is a busy practitioner. Her clinic has a new telehealth app that lets patients book live video consultations. She can now help more patients than ever before.

START the day

Doctor

Francine downloads the app from her home office and registers an account. She verifies her identity by entering a secure, one-time code sent by SMS, voice call, or WhatsApp.

8:15 am

Authentication

8:15 am

Can you tell us about your symptoms, Francine?

Voice

8:20 am

Francine describes her symptoms to a virtual agent. Using speech recognition, the virtual agent determines if her condition is best addressed via live video, a phone call, or by messaging a doctor.

8:20 am

Your video consultation is with Dr. Diane

See you tonight at 7:00 pm

You have a video consultation with patient Francine

Now

Tonight at 7:00 pm

Messaging

8:30 am

Messaging

Dr. Diane sees an alert for Francine’s appointment. She reads her recent medical history to prepare for the consultation.

8:31 am

8:30 am

YES

Hi Francine, you are booked to see Dr. Diane tonight at 7:00 pm. Please reply YES to confirm your video appointment, or NO if you need to reschedule.

Patient Francine is confirmed

Now

Tonight at 7:00 pm

Messaging

Francine receives an SMS appointment reminder and confirms she will be attending by replying “YES”.

6:00 pm

Messaging

Dr. Diane and her receptionist see Francine’s confirmation. It helps the practice reduce no-shows and manage last-minute cancellations.

6:01 pm

6:00 pm

Video

Francine joins the video consultation using her laptop in the comfort of her own bedroom.

7:00 pm

Video

7:00 pm

Call Virtual Agent

Hi Francine! Thanks for visiting our virtual service today. Reply here to schedule your follow-up appointment, or speak to our receptionist.

Calling… Dr. Diane’s Clinic

0:10

Video

Dr. Diane pinpoints Francine’s problem, sets a treatment plan, and prescribes her medication. She sends a message to arrange a follow-up appointment.

7:20 pm

Francine receives the message and connects with a virtual agent to schedule her follow-up appointment in two weeks’ time.

7:25pm

7:20 pm

Ongoing

Messaging

Learn more

REMOTE COLLABORATION

GROUP THERAPY

VIRTUAL CONSULTATION

REMOTE COLLABORATION

GROUP THERAPY

Joe

NEXT SCENARIO

9:00 am

9:30 am

12:58 PM

1:00 pm

1:50 pm

2:10 pm

Ongoing

REMOTE COLLABORATION

GROUP THERAPY

VIRTUAL CONSULTATION

Virtual Consultation

Francine feels unwell but she can’t afford to take time off from work. She remembers her local practice has an app that lets her speak to a doctor from any device, at home or work.

Patient

Dr. Diane is a busy practitioner. Her clinic has a new telehealth app that lets patients book live video consultations. She can now help more patients than ever before.

START the day

Doctor

Messaging

Learn More

Ongoing

9:00 am

YES

Hi Francine, you are booked to see Dr. Diane tonight at 7:00 pm. Please reply YES to confirm your video appointment, or NO if you need to reschedule.

Messaging

Voice

9:30 am

Authentication

Voice

12:58 am

1:00 pm

Messaging

1:50 pm

Voice

Messaging

2:10 pm

9:00 am

9:15 am

9:30 am

3:00 pm

3:10 pm

3:15 pm

3:30 pm

3:45 pm

9:15 am

4:00 pm

9:30 am

3:00 pm

Patient

Doctor

3:10 pm

3:11 pm

3:30 pm

3:45 pm

9:00 am

4:00 pm

9:45 am

12:58 pm

1:00 pm

9:00 am

9:30 am

9:45 am

1:50 pm

1:51 pm

12:58 pm

1:00 pm

2:10 pm

1:00 pm

1:50 pm

1:51 pm

2:10 pm

Voice

Messaging

Learn more

LEARN MORE

Learn More

Dr. Diane receives a list of confirmed patients. It helps her prepare for the session and reduces drop-outs. She is expecting a full group.

Simon is ready for the session. He securely enters the app by verifying his identity with a one-time code sent by SMS.

Simon is out and about today, so he joins from the park. He doesn’t feel like speaking face-to-face, so calls instead. A virtual phone number hides Simon’s personal one to protect his privacy.

Dr. Diane starts the video session from her office computer and begins the discussion with all five of her patients.

Simon opens Dr. Diane’s message with this week’s exercises. There is an option to start a one-on-one chat in case he wants to talk privately.

Dr. Diane follows up after the session with exercises for the week ahead. She sends these to her patients in the app with one tap.

Dr. Diane sees a notification that a patient wants to talk. It’s Simon and she chats with him until all his questions are resolved.

Simon has some questions so he starts a chat with Dr. Diane in the app. He can also call her directly, but the chat resolves his concerns.

Simon and the other group therapy patients are sent regular reading material and mental health tips to their preferred social chat apps such as WhatsApp or Facebook Messenger.

Francine receives regular preventative health tips and reminders sent to her favorite chat app, Facebook Messenger. This helps her stay engaged in her recovery and ongoing health.

Call Dr. Diane

Video

LEARN MORE

GET STARTED

Francine receives regular preventative health tips and reminders sent to her favorite chat app, Facebook Messenger. This helps her stay engaged in her recovery and ongoing health.

Simon is sent a WhatsApp message to remind him that his weekly group therapy session is this afternoon. But he receives dozens of messages every day so he doesn’t notice it.

Simon's phone rings, which gets his attention. He answers and it’s an automated voice alert from his clinic. He confirms he is attending the session by pressing 1.