Personalised care journeys with intelligent navigation.
Nova Health’s care navigation agents coordinate patients, providers, and administrative teams with empathy and compliance.
Headline metrics
Quantifiable outcomes delivered across customer, operational, and compliance dimensions.
Patient satisfaction
4.9 / 5
Admin minutes saved
1.4M annually
Compliance breaches
0 recorded
Challenges
- Patients faced long wait times and confusing referral processes.
- Clinicians lacked timely updates on patient status and required actions.
- Administrative teams handled repetitive scheduling and paperwork manually.
Solution
- Deployed voice and chat agents handling triage, scheduling, and consent with HIPAA safeguards.
- Integrated EHR, CRM, and telehealth systems to share updates securely.
- Created escalation workflows with clinicians receiving succinct context packs.
How it works
The technical blueprint underpinning the programme—balanced for resilience, security, and maintainability.
- Azure Healthcare APIs with FHIR integration and encrypted data at rest.
- OpenAI GPT-4 with policy layer using Lakera Guard for PHI handling.
- Datadog and Evidently monitor performance, fairness, and drift.
Delivery cadence
Milestones and artefacts produced throughout the engagement.
Phase 1
Phase 1 — Discovery
Mapped patient journeys, regulatory requirements, and stakeholder needs across 12 clinics.
Phase 2
Phase 2 — Prototyping
Built conversational prototypes, ran UX testing with patients and clinicians, and iterated scripts.
Phase 3
Phase 3 — Deployment
Rolled out across three waves with training academies, go-live war rooms, and compliance audits.
Phase 4
Phase 4 — Optimisation
Introduced proactive outreach, risk alerts, and analytics for population health teams.
Technologies employed
Enterprise-grade platforms and services we combined for this programme.
“Patients finally feel heard. Our staff focus on care while AI handles the admin load.”
Chief Nursing Officer — Nova Health
Ready to create your case study?
Book a discovery session to tailor this transformation to your organisation.