How CareWell Cut Call Center Volume by 41% with a Self-Service Patient Portal
Client
CareWell Health Network
Timeline
14 weeks from kickoff to launch
Technologies
Next.js, TypeScript, PostgreSQL, AWS, HL7/FHIR
68%
Appointments booked online
-41%
Call center volume
4.8 / 5
Patient satisfaction score
The Problem
CareWell's patients could only book appointments and access records by phone, overwhelming the call center and creating long hold times. Staff spent hours each day on tasks patients could easily do themselves online, and patient satisfaction scores were slipping.
The Solution
We designed and built a HIPAA-compliant patient portal in Next.js, integrated directly with CareWell's EHR system. Patients can now book appointments, view lab results, message providers, and manage their records without picking up the phone. We ran usability testing with real patients across age groups to ensure the interface worked for everyone.
“SwiftAppStudio understood the compliance requirements from day one and never made us choose between security and usability. The portal paid for itself within the first quarter.”
Dr. Elena Marsh
Chief Operating Officer, CareWell Health Network
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