Case Study

ICU telemonitoring solution expands access to critical care and improves the patient experience

During the COVID-19 pandemic, UST’s team successfully implemented the client’s solution for a major Indian hospital network that had 14 locations covering 160+ ICU beds.

THE CLIENT

Our client is a leading international healthcare technology company with more than 80,000 employees operating in over 100 companies.

THE CHALLENGE

Scaling an innovative SaaS-based remote ICU solution to expand critical care capacity, including during periods of exceptional demand

Intensive Care Units (ICUs) around the world face persistent challenges in maintaining bed availability, staffing qualified specialists, and providing round-the-clock critical patient care—pressures that intensified during the pandemic. To address these challenges, our client developed two sophisticated solutions for consultative critical care and anesthesia. Together, they offer remote monitoring capabilities and increase a hospital’s bandwidth to provide quality care at scale. The client’s commercial department needed a partner to execute a successful rollout, including product installation, hospital staff training, and ongoing IT support.

THE TRANSFORMATION

Tight integration, a command center, and tele-ICU capabilities extend high-quality care to more patients

UST partnered with the client to deliver seamless implementations in 30+ hospitals across India, including two of the client’s most valuable customers: a hospital chain with 14 locations and a marquee hospital and medical college in northern India. UST guided the client through a successful product deployment, handling IT hardware installation and maintenance, network support, and helpdesk services. UST also took the lead on training hospital staff, doctors, and other end users.

Rather than simply eliminating prior solutions before implementing new ones, UST engaged directly with the client’s customers to integrate the solutions with existing medical infrastructure, reducing disruption, and increasing enthusiasm for adoption. UST team members delivered support as an extension of the client’s team to maintain a consistent customer experience throughout the process.

UST also established a command center for triage services that seamlessly connected care providers to a wider caseload of critical patients than doctors would be able to treat individually. During the COVID-19 pandemic, UST’s team successfully implemented the client’s solution for a major Indian hospital network with 14 locations covering more than 160 ICU beds. These command center services not only accelerated the delivery of quality care while the hospital network faced pressure to meet demand but also protected care providers from front-line exposure to the virus.

THE IMPACT

Accelerated adoption of tele-ICU capabilities

UST’s proven approaches to implementation strategy and digital transformation enhanced the client’s ability to deliver product solutions faster and more cost-effectively. At the same time, UST helped optimize the end-user customer experience and minimize process disruption by dedicating its own team members to nearly round-the-clock support services. At the height of the COVID-19 pandemic, when the need for ICU beds was especially urgent, this quick and seamless delivery was critical to the client and helped expand access to remote-enabled patient care.

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