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Telehealth-Mobility-Provider Solution

Case Study
December 30, 2015

Challenge, meet solution

Sun Healthcare, a publicly-traded provider of skilled nursing and rehabilitation care, was facing major impacts in billing due to requirements for increasingly detailed reimbursement documentation. At the same time, Sun wished to upgrade the technology at their healthcare provider sites in order to improve patient services and administration. Nurses and clinicians were spending time doing data entry that would have better spent in patient care. Furthermore, mistakes in this data entry or the inability to submit in a timely fashion could cause major hold ups in billing.

Delivering on high expectations

They sought a solution that could handle high levels of bureaucracy while maintaining high security levels to ensure patient privacy was never compromised. The solution also needed to be flexible to suit the varying needs of 250 very different care centers across 30 states in the U.S. They sought a solution that would be easy-to-use for nurses, physicians, and other clinicians, as well. Furthermore, the solution needed to fit into the healthcare environment and be easy to keep sterile and clean.

In 2010, Sun Healthcare chose UnityBPO to address its mobility needs through a pilot program at five clinical centers across the U.S.

The approach

The solution needed to be tailored specifically to Sun Health’s needs, and for HospitalBPO to provide this solution, communication was key. HospitalBPO and Sun Healthcare met repeatedly before the deployment to gauge Sun Healthcare’s specific needs. HospitalBPO's approach was flexible and reactive, and HospitalBPO quickly responded to changing application needs, based on feedback from Sun Health. Although the approach was extremely elastic, HospitalBPO laid out extensive planning and processes to handle any issue in advance.

Different environments have different needs

Five healthcare centers were selected to serve as test environments, based on their highly specialized and differing environments. The pilot program would be used to determine how best to serve the needs to all 250 clinical centers across the U.S.

We identified several technical challenges, including:

  • Consolidation of over 65 applications to a single platform
  • Ability of users to submit data in a timely fashion
  • Infection control (sterility)
  • Security (HIPAA, privacy)
  • Ensuring enough bandwidth would be available for WiFi on all devices.
  • Transmission speeds
  • Management and monitoring of devices to comply with the High Tech Act
  • Data needed to be auditable
  • Devices had to be locatable and have regular and automatic check in/out capabilities
  • Devices needed to be patched and unhackable
  • Devices needed to be easily wiped or bricked in case of security breach

We then vetted ten possible solutions for Sun, and tailored the final solution based on Best Practices, Quality Assurance, Acceptable Use, Security, and Loss Prevention procedures.

The solution

UnityBPO decided on the following products and hardware for Sun’s solution:

  • Zenprise enterprise mobile device management
  • Apple iPads
  • Apple servers
  • Apple configurator
  • Microsoft Office
  • Microsoft Active Directory
  • Citrix Receiver/Virtual Desk Interface (VDI)
  • iSkin protective covers
  • Antro tablet Charging Cabinet units

Within weeks of the initial agreement for the pilot, UnityBPO set up a tech depot site for device lifecycle management and were set up to receive and deploy 1,000 Apple iPad devices using imaging selected by Sun.


The project resulted in cost savings and revenue increases by allowing more accurate documentation in near real-time.

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