Semble Insights: Launching a patient app in private healthcare

In this webinar, join Semble host Parveen Downer as she talks with Nick Bird, CEO of One Heart Clinic, and Nick Gradwell, CEO of Amberley Innovations, about the impact of creating an app for patients in private healthcare.

Watch below

What you'll learn

How your patients will benefit from a dedicated healthcare app
What to look for in a tech partner for your app build
How to handle change management within your practice
The potential business impact of a patient-focused app

Timestamps

0:00 Introduction to expert guests

1:55 How a patient app can impact your business

4:21 The right time to create a patient app

5:44 Solving the key problems

8.52 Working with Semble on the app build

12.15 Creating the first iteration of an app

16.18 Approaching change management

22.28 Measuring success & key success metrics

25.06 One key learning

28.04 Q&A

Additional Q&A

We had so many great questions come through to our app-building experts that we didn't have time to answer all of them. Please find answers to additional Q&A questions below.

How many patients would you recommend having before starting to think about building an app?

This really depends on functionality and average spend per patient. It is useful to work out the ratio of new patients to customer service team headcount when you are looking at an app. There are other options like web portal for those that find an app isn’t feasible.

Could you ‘sell on’ the existing app for those of us that would love the exact same features and reskin for our brand (versus starting from scratch)?

Whilst we can’t share individual customer IP there are a number of common functions where we are able to replicate. There will be some configuration changes for each customer.

What was the cost involved incorporating your app?

We can get you an app in the App Store and Google Play for around £55K. Depending on functionality and each customer’s needs - monthly support and maintenance costs are between £500 - £800. We also offer 1st & 2nd line support for your staff and customers at a rate of £2000 per month.

Do the clinical staff use a 'clinic' version of the same app to reply directly to patients who have messaged via the patient version?

One Heart Clinic use an integrated live chat service to communicate with patients, this is only separate back-office system required.

What is the current level of security. Is it 256-bit encryption?

Our SSL certificate is 256K. Hopefully that’s what you’re after, if not, please let us and we’ll be happy to answer any further questions you may have on this.

Is there a technical support team you recommend working with or did you already have this internally?

Amberley provide a technical support service, from 1st line through to development support.

I have heard Apple are quite tricky about getting an app on the App store itself - any issues?

We have had no issues getting the app into the App Store. Typically, Apple makes a few challenges, but this is a standard procedure and we had no problems getting the OHC app accepted into the App Store.

Were there any features you wanted to implement on the app in relation to Semble integration which weren't feasible?

The live chat capability was created outside of Semble and works independently of Semble in the backend. From a user’s perspective, the experience is transparent. Amberley is also exploring, with another of Semble’s customers, how to integrate inventory management and informed consent products.