Patient-Centric Care: A Case Study on the Role of eCareMD in Improving Patient Satisfaction and Engagement


Healthcare, CCM


Python, Angular, TypeScript, REST, SOAP, Web Services

Client Background

The Florida-based client aims to provide preventive care for patients who have diabetes to improve the lives of patients with better medical expertise and advanced technology. The client's primary goal is to benefit the patients by offering a wide range of services, including diagnosis, treatment, education, and ongoing support.

The client has around 1000 patients with diabetic illness and has limited resources to provide treatment to the patients for taking initial visits, regular follow-ups, and consultations.

Because of limited resources, it was difficult for clients to provide services to more patients and earn revenue. Hence, the client was looking for CCM software that promotes efficiency and personalized patient care using technology and advanced features.

Business challenges

The client used Athena EHR to manage their patient records regularly for diabetic patients. While using the EHR software, the client recognized that a one-size-fits-all approach would not produce estimated results in improving patient health. The client also identified the importance of personalized care for quick patient health recovery and patient satisfaction.

Some of the challenges the client faced while using the existing software are mentioned below:

    1. Customizing Personalized Care Plans

The client was unable to customize care plans as per patient health requirements due to the missing functionality in the existing software.

    2. Ineffective Patient Participation in the CCM Program

After using the EHR software for a while, the client experienced lower patient participation in the program and treatment compared to traditional practices.

    3. Patient Health Assessment Challenges

The existing software lacked the functionality of patient health assessment, which disrupted the important aspect of patient assessment and patient care delivery.

    4. Promoting Patient Awareness of Chronic Diseases

The client did not have the educational material functionality within the software, which indirectly resulted in the patient's non-adherence to the prescribed care plan.

To overcome these challenges, the client approached Medarch INC. for chronic care management software with a patient-centered approach using advanced technology features.


To understand the exact requirements and expectations of clients, our team of business analysts and subject matter experts took multiple calls and demonstrations, carried out the documentation to fulfill the requirements, and implemented those into the software.

Solution Highlights

Below are major solution highlights that promote individualized patient-centered care, evaluate patient health, and educate patients.

    1. Personalized/Customizable Care Plan

    In chronic care management services, the assignment of the care plan plays an important role in providing effective treatment to the patient and producing expected outcomes. An accurate care plan fitting the patient's health condition and requirements derives better results.

    The eCareMD platform allowed care providers to create and assign care plans considering the patient's needs. This included the patient's chronic conditions, goals setting, symptoms, timely interventions, care support, allergies, current and past medications, numbers to track, and expected outcomes.

    eCareMD allowed the configuration of the care plan to meet all the patient's health condition requirements and align with their daily routine. It also enabled care providers to create and store the care plan in the platform library per the chronic conditions and customize those assessments per the requirements.

    2. Shared Decision Making

    The eCareMD platform enabled the Implementation of shared decision-making processes. This functionality involved and ensured patient participation during care planning over a system-generated telephone or video call with the care manager.

    This enhanced the participation of patients and providers while assigning care plans, enabling patients to choose their care treatment options and set goals. This active involvement of the patient helped to configure the care plan per the patient’s needs and preferences, keeping patients adhering to the assigned care plan.

    3. Assessment for Patient Health Evaluation

    The eCareMD platform enabled a series of assessments to be carried out by patients and care providers. It helped in the accurate, comprehensive evaluation of the patient's health condition and progress concerning the care plan assigned.

    The assessments consist of questionnaires related to patient health, which could be emailed to the patient. Based on the patient's response, the care providers could analyze the results, configure the care plan, or take necessary action over the patient profile to obtain the expected outcomes.

    4. Empowering Patients with Educational Materials

    The eCareMD platform consists of the library as an educational repository. Using this, care providers can store educational material as per the specialty in various formats such as JPG, PDF, MP4, etc.

    These educational materials could be sent to the patients over email, and patients can access that material to be aware of the diseases and get diet recommendations, set exercise schedules, and make changes in daily life routines. Proper implementation of prescribed recommendations from the educational material helps patients significantly improve their health.

Value Delivered

    1. Customized Treatment Approach

    The individually customized care plan facility ensures patients feel that their opinions and needs are considered. This results in increased patient confidence, satisfaction, and adherence to the patient care plan.

    2. Enhanced Patient-Provider Relationship

    The shared decision-making functionality while assigning care plans for the patient improves the relationship between the provider and the patient. It resulted in Improved patient experiences and positively impacted overall healthcare outcomes.

    3. Improved Health Outcomes for the Patient

    The continuous assessment of patient health enabled timely adjustments to care plans based on changes observed in the patient's condition or circumstances.

    4. Enhanced Treatment Adherence

    Easy access to educational material increases adherence rates as patients understand the importance of following prescribed regimens.