Meridian Health
Telehealth platform for remote patient care
12,000
Patients onboarded (90 days)
4.7 / 5
Clinician satisfaction score
↓ 42%
Consultation no-show rate
↓ 68%
Admin time per consultation
The challenge
Post-pandemic demand for remote consultations had no scalable infrastructure — clinicians were using consumer video tools.
Meridian Health is a primary care network covering 340,000 registered patients across rural and semi-urban regions. Post-pandemic, demand for remote consultations had tripled — but clinicians were conducting appointments over Zoom, with no integration into patient records, no prescription capability, and no audit trail. A purpose-built telehealth platform was needed urgently.
Our approach
Clinical workflow design
Before writing a line of code, we shadowed 22 GP consultations (remote and in-person) to understand the actual workflow. The platform was designed around the consultation, not around the technology.
EPR integration
Real-time integration with Meridian's EPR system meant consultation notes, prescriptions, and referrals were captured directly — no double-entry, no transcription delay. Prescriptions could be sent to a patient's nominated pharmacy mid-consultation.
Accessibility & connectivity
The patient-facing interface was designed for low-bandwidth environments (rural connectivity) and tested with patients aged 70+. A telephone fallback mode was built for patients without smartphones.
“Our GPs went from dreading remote appointments to preferring them. That's not something we expected.”
Dr. Helen Bourke
Medical Director, Meridian Health
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