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Hospitals & Health Systems — Telehealth Access & Follow-ups

Telehealththatactuallyconnectspatients.

Simple access flows for video visits and post-visit follow-ups—bilingual, compliant, and standards-first.

Start a telehealth pilotSee patient access flow
Telehealth operations dashboard

Why this matters now

Telehealth fails when patients can’t find the link or switch devices the morning of the visit.

The result is missed windows and frustrated clinicians. Our approach focuses on last-mile access: a single number for instructions, device checks, link delivery, reminders, and safe rescheduling—so clinicians start on time and patients feel prepared.

What the patient experiences

Day-before reminder includes a test link from the hospital number.
Patients can ask for the link again, switch to email, or confirm their device.
If something fails, they can reschedule immediately within policy.
Post-visit follow-up message with optional check-in 48 hours later.
Patient telehealth experience

How it works (Cloudain systems)

TeleCloud + QotBot: Unified entry for voice/SMS; link recall, device checks, quick reschedule.
MindAgain: Bilingual instructions for your video platform, accessibility tips, non-diagnostic content.
AgenticCloud: Orchestrates reminder sequences (T-24/T-2), distributes links, captures confirmations, and triggers post-visit check-ins.
HealthCloud: Tracks delivery, confirmations, on-time start proxy with minimal data retention. Uses FHIR Appointment IDs when available or reconciles via time windows + tokens.

Standards & platform neutrality

Video-platform agnostic—carry and present the right link at the right time.
FHIR Appointment pointers when available; Calendar fallback otherwise.
Operational signal only (confirmed vs. needs assistance).
Consent + STOP/HELP enforced; 911/988 redirects from any flow.

Staff controls

Resend links, switch channels (SMS/email/voice), pause reminders with one click.
Set reschedule policies by service line; quiet hours enforced.
Recommended wording avoids coercion and supports accessibility (large-text tips).

Reporting & outcomes

Delivery successConfirmation rateOn-time start proxy (joined before T-5)Assistance requestsReschedulesLanguage split

Week-over-week trends reveal which clinics or providers need extra setup support.

MVP pilot (2–4 weeks)

Inputs

Inputs
CSV or FHIR Appointment feed
Patient contact + language
Visit link/token
Reminder schedule

Outputs

Outputs
Confirmations
Link resends
Reschedules
Assistance flags
Weekly summary

Success markers

Success markers
≥80% confirmation rate
Assistance requests ↓ after Week 1
On-time start proxy ↑ 10–20%

FAQ (operational)

Do we need new video software?

Do we need new video software?

No. We deliver your existing links reliably.

Multi-patient households?

Multi-patient households?

Appointment tokens + time windows avoid confusion.

Can staff jump in?

Can staff jump in?

Yes—one click to resend links or change channels.

Implementation outline

1

Week 0–1: Provision number, load clinic calendars, define reminder schedule, craft EN/ES copy, connect video-link source.

2

Week 2: Enable device test prompts, link recall, reschedule policy; pilot with one service line.

3

Week 3–4: Add post-visit check-ins, review dashboard, expand to more clinics.

Patient privacy & safety

HIPAA-aligned workflows; encryption in transit/at rest; retention windows you control. We treat telehealth access as operations support—not medical advice. Links expire on schedule; we never store video.