Dual-sided telehealth platform concept for regional care delivery

Product concept for a regional health system: dual-sided (patient + clinician), white-label, covering intake through follow-up.

Product Lead · Regional Government Engagement Digital Health · Patient Experience · Telehealth 2023

Dual-sided platform

Patient + clinician views on one platform

End-to-end journey

Intake, virtual visit, discharge, follow-up

White-label ready

Multi-tenant deployment across health systems

Validated with users

Tested with patients and clinicians

Who it was for

Regional health system patients (consumer-facing digital health) as the primary users, with clinicians, care coordinators, and discharge planners on the provider side. The platform was also designed as a white-label SaaS for other regional health systems to deploy.

Patients needing telehealth access, appointment scheduling, digital intake, and post-visit care plan visibility
Clinicians managing patient rosters, virtual visits, clinical notes, and care plan creation
Health system administrators needing a deployable telehealth solution without rebuilding from scratch

Day-one users were patients and their care teams; the product goal was a sticky system that would expand to other regional health systems once the dual-sided experience was validated.

Why we needed this

No unified digital system existed for end-to-end patient experience and care delivery. Patient and clinician journeys were managed in separate, unconnected tools, and the regional healthcare system had no telehealth infrastructure.

Siloed patient and clinician tools; no shared view of care
Paper-based intake and discharge; no digital continuity
Phone scheduling bottlenecks; no virtual care option
No standardized platform for repeatable deployments

We built for end-to-end patient experience from day one, not bolt-on telehealth features after the fact.

The problem we solved

Traditional approach

Paper intake → Phone scheduling → In-person only
Siloed tools → No care continuity

Patient and provider systems don't talk to each other
No virtual visit option for remote patients
Discharge and follow-up managed outside the system
Each health system builds its own telehealth stack
Medication reminders and care plan visibility lost after visit

Our approach

Digital intake → Self-scheduling → Virtual visit
Shared care plan → Automated follow-up → White-label ready

Single platform connecting patient and provider journeys
Virtual visits with clinical notes on both sides
Care plan and medication reminders persist post-visit
Multi-tenant architecture for health system deployment
End-to-end patient experience from intake to follow-up

What discovery showed

Patient and provider journeys are inseparable

User research with patients and clinicians revealed that discharge coordination failures originated on the provider side. Designing patient-facing workflows without provider-side visibility created handoff gaps that broke care continuity.

Trust is earned at intake

Focus groups showed patients abandoned digital health platforms at the first sign of friction during intake. A smooth, reassuring intake experience was the strongest predictor of patient engagement and return usage.

White-label forces configurability

Designing for multi-tenant deployment from day one required configurable clinical protocols, form logic, and branding. This constraint actually improved the core product by forcing modularity.

Virtual waiting rooms reduce no-shows

Patients preferred waiting in their cars with real-time queue updates over traditional waiting rooms. The virtual waiting room feature increased patient satisfaction and reduced perceived wait times.

What we built

A dual-sided telehealth platform covering the full patient journey with validated high-fidelity prototypes for both patient-facing and provider-facing workflows.

1. Patient intake & registration

Multi-channel digital intake (mobile, web, kiosk) with smart form logic, insurance verification, and medical history collection. Biometric verification and e-signatures for consent forms.

2. Appointment scheduling

Self-service booking with provider selection, visit-type logic, and real-time availability. Automated reminders with smart rescheduling and pre-visit preparation instructions.

3. Virtual visit interface

Telehealth session management with clinician-side clinical notes, care plan creation, and discharge coordination. Real-time session management for both patient and clinician views.

4. Care plan and discharge

Post-visit care plan delivery to patient portal, medication reminders, follow-up scheduling, and educational resources. Clinician-side care plan creation and discharge coordination.

5. Clinician console

Patient roster, session queue, clinical notes, care plan builder, and discharge coordination. Flagged responses from intake and behavioral health screening requiring attention.

6. White-label architecture

Multi-tenant deployment design for regional health systems. Configurable branding, form logic, clinical protocols, and integration hooks for EHR and practice management systems.

Patient journey workflows

Five interconnected workflows covering the complete patient experience from registration through follow-up:

Patient Registration and Pre-Visit: Appointment booking (online or phone), insurance verification before arrival, appointment-specific form delivery, and differentiation between new and returning patients with smart form logic.
Check-In and Waiting Room: Multiple check-in methods (mobile, kiosk, front desk), identity verification, digital queue management with real-time position updates, and a virtual waiting room option allowing patients to wait in their cars until the exam room is ready.
Clinical Encounter: Clinician pre-visit information review with flagged responses, automated flagging of concerning intake responses, room preparation and patient notification, vital signs collection, and care plan development during the visit.
Payment and Checkout: Automatic calculation of patient responsibility, multiple payment methods (credit/debit, HSA/FSA, digital wallets), digital receipt generation, and transition to follow-up scheduling with balance tracking.
Post-Visit Follow-Up: Automated care plan delivery to patient portal, satisfaction survey scheduling, educational content based on conditions, follow-up appointment scheduling, and periodic checklist management for patients without immediate follow-up needs.

High-fidelity prototypes

Validated clickable prototypes covering patient-facing screens across the full journey. Each prototype was tested with patients and clinicians before the project was cancelled by the government.

Patient Portal Dashboard: Upcoming appointments, visit summaries, outstanding balances, medication list, secure messaging, lab results, and preventive care reminders.
Appointment Scheduling: Calendar view with provider selection, visit-type logic, insurance verification, and automatic calendar integration.
Medical History & Intake: Smart form logic with conditional questions, insurance card upload, medication and allergy entry, and e-signature for consent forms.
Payment & Checkout: Itemized charges, insurance coverage details, multiple payment methods (credit, HSA/FSA, digital wallets), and payment plan setup.
Virtual Waiting Room: Real-time queue position, estimated wait time, status updates ("Provider is reviewing your information"), and wait-in-car option.
Behavioral Health Screening: Mental health screening integrated into standard intake, crisis intervention alerts, and mood tracking with trend visualization.
Post-Visit Summary: Visit summary with diagnosis and treatment plan, medication instructions, follow-up scheduling, and secure provider messaging.

Design decisions

Dual-sided

Designed both patient and clinician journeys simultaneously (not patient-first). User research showed discharge failures originated on the clinician side, so clinician workflow was given equal priority.

White-label

Multi-tenant architecture from day one: configurable workflows, branding, and clinical protocols so other health systems could deploy without rebuilding.

What got cut

Real-time AI diagnostics and prescription management were deprioritized for v1. The core platform needed to prove patient-clinician workflow integration before adding clinical decision support.

Validation

High-fidelity clickable prototypes tested with patients and clinicians. User research validated the dual-sided approach and identified intake UX as the critical trust moment.

Outcome

Project was cancelled by the government before launch, but the validated concept and domain knowledge were leveraged to win the 2024 TechStars Pitch Competition (Calgary) with the same telehealth concept.

What’s next

EHR integration adapters Mobile native app Prescription management Referral coordination Remote monitoring Analytics dashboards Behavioral health AI screening Multi-language support

PM takeaways

Patient and clinician journeys cannot be designed separately; handoff gaps kill care continuity
White-label architecture forces configurable workflows from day one, which improves the core product
Trust in digital health is earned at the first interaction; intake UX is the retention moment
Validation with real users matters more than feature depth; proven workflows beat feature lists
Government projects get cancelled; validated concepts live on. TechStars win proved the concept had independent merit

“The best telehealth platform is one where the patient and the clinician both feel like they’re looking at the same care journey, not two disconnected tools.”