Healthcare / Medical
Personalized patient videos that explain test results clearly.
The problem
A large healthcare provider was struggling to communicate complex lab results to patients. Generic pamphlets and doctor callbacks were inefficient and often left patients confused and anxious. They needed a way to deliver clear, personalized, and reassuring information at scale.
The approach
A secure, HIPAA-compliant video system that connects to their lab results database. When a new result is recorded, the system generates a personalized video for the patient. The video explains what the test was for, what the results mean in simple terms, and what the next steps are, all delivered by a friendly, AI-generated avatar.
The result
Patient understanding and satisfaction scores increased significantly. Call volume to the support center dropped by 30%. Patients feel more informed and in control of their health, and doctors save hours each day, allowing them to focus on more critical cases.
Pipeline
The brief
A major healthcare network faced a communication crisis. While their labs processed thousands of tests daily, the method for delivering results hadn’t changed in decades. Patients received complex, jargon-filled reports, leading to anxiety, confusion, and a flood of calls to already-overburdened medical staff.
Doctors were spending a significant portion of their day re-explaining normal results, while patients with genuinely concerning results weren’t getting the immediate, clear information they needed.
What we designed
The integration layer: Epic triggers a Make.com workflow via Medplum — a FHIR-standard API layer. When a lab result is finalised, the workflow sanitises the data, removing all personally identifiable information except what the video requires. Fully HIPAA compliant; no sensitive data stored outside the secure EHR environment.
The script layer: Based on result type and values, the system constructs the appropriate clinical message. Normal results trigger a reassuring script; abnormal results trigger a “let’s look at this together” approach. Each script is result-specific, not generic.
The delivery layer: Synthesia generates a video with a professional AI avatar explaining results in plain language. Make.com sends a secure, one-time-use Twilio link by SMS. The patient receives it within minutes of their result being finalised. Videos expire after viewing.
The pipeline
Epic (EHR) → Medplum (FHIR) → Make.com (orchestration) → Synthesia (AI video) → Twilio (delivery)The system is fully HIPAA compliant. No sensitive data is stored outside of the secure EHR environment. The videos are generated on-the-fly and expire after viewing.
What this means in practice
Patients now receive a personalized video explaining their results within minutes of them being finalized. The videos are easy to understand, reassuring, and can be watched as many times as needed.
Patient satisfaction with results delivery has skyrocketed. More importantly, patients are better informed, leading to more productive conversations with their doctors during follow-up appointments.
The hospital has seen a 30% reduction in “what does this mean?” calls, freeing up clinical staff to focus on patient care, not patient administration. It’s a system that delivers not just data, but clarity and peace of mind.
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