Patient Portals & Telehealth
A patient who arrives on the day without having completed their pre-admission results in 45 minutes of secretarial time being mobilised, a theatre running behind schedule, and an anaesthetist discovering a contraindication at the last minute. Upon discharge, it’s worse: the discharge summary reaches the GP three days later, post-operative instructions are lost between prescriptions, and nobody knows whether the patient has genuinely understood their treatment.
Between the two, the clinical team juggles incoming calls: ’Do I need to fast?’, ’What time is my appointment?’: which overwhelm the switchboards. For chronic conditions or post-surgical follow-ups, there’s a complete void: between consultations spaced three months apart, the patient is left to their own devices. Coordination teams spend their days chasing patients by telephone who don’t answer, whilst others deteriorate due to lack of appropriate follow-up.
And when a trust attempts to implement remote monitoring, it comes up against HDS requirements, GDPR consent, and patients who have three different applications which they never open.
This solution belongs to the Customer & User Portals family.
Challenges holding back your performance
Patient portals on the market are designed to tick regulatory boxes, not to be used.The result: adoption rates of 15%, secretariats printing forms ’just in case’, and patients lost from the first authentication. Remote monitoring tools operate in silos: one application for vital signs, another for questionnaires, an Excel spreadsheet to consolidate alerts. Doctors don’t use them, so alerts go unread.Healthcare establishments cobbling together standard web forms find themselves non-compliant with HDS hosting or consent traceability requirements. As for solutions from major EPR vendors, they require 18 months of integration and impose their logic instead of adapting to existing care pathways. The patient receives five text messages from five different systems and ends up ignoring them all.
Our Technical Approach
Our approach starts from the patient journey as it actually exists: not from a theoretical workflow. We map current friction points (avoidable calls, missing documents, information gaps) and build a portal that resolves these specific problems. Strong authentication adapts to the profile: FranceConnect for those who are comfortable with it, enhanced SMS for others, with a recovery process that doesn’t block everything.
Pre-admission forms are algorithmic: they adapt to the planned intervention, pre-populate what can be filled from the EPR, and provide advance alerts if critical information is missing. For remote monitoring, we connect the patient’s medical IoT devices (blood pressure monitor, oximeter, scales) to your dashboard visualisation tool which filters noise and only escalates genuine alerts according to pathology-defined thresholds.
The carers’ area allows authorised relatives to access information without bypassing the patient. Each notification is considered: discreet, useful, with a clear action. No spam, no mandatory application to download: the portal functions as responsive web.
Strong Authentication
Integration of FranceConnect and MFA to guarantee absolute medical confidentiality.
Algorithmic Forms
Conditional questionnaires generating alerts in the event of concerning scores.
Digital Pre-admission
Secure upload of health insurance cards, supplementary insurance and electronically signed consent forms.
Discreet Notifications
Sending of SMS/Email reminders that never expose health data within the message.
Carers’ Portal
Management of access delegations for dependents of vulnerable patients.
Medical IoT Connection
Integration with connected blood pressure monitors or pulse oximeters for automatic data transmission.
Technical Architecture
Identify the user, let them act on their own, keep them informed: VIP Member Portal and Concierge Applications work the same way.
- Strong AuthenticationIntegration of FranceConnect and MFA to guarantee absolute medical confidentiality.
- Algorithmic FormsConditional questionnaires generating alerts in the event of concerning scores.
- Digital Pre-admissionSecure upload of health insurance cards, supplementary insurance and electronically signed consent forms.
- Discreet NotificationsSending of SMS/Email reminders that never expose health data within the message.
- Carers’ PortalManagement of access delegations for dependents of vulnerable patients.
- Medical IoT ConnectionIntegration with connected blood pressure monitors or pulse oximeters for automatic data transmission.
Smooth and frictionless integration
The portal connects to the existing EPR (HospitalManager, Easily, Maincare, or other) via HL7/FHIR data flows already in place or through REST API. We do not replace the patient record, we extend it externally. HDS hosting is native, access traceability and consents integrate with existing quality processes. For multi-site establishments, each entity can customise its pathways whilst sharing the technical foundation.
Deployment via pilot service, progressive rollout.
Audit of pathways and pain points
Field observation across 2-3 pilot services: identifying avoidable calls, missing documents, and continuity of care gaps. Mapping of current workflows with the EPR.
Design of the portal and pathways
Mock-ups of priority pathways (pre-admission, day before admission, post-discharge remote monitoring) validated with nursing teams and secretarial staff. User testing with actual patients.
Development and integration EPR
Construction of the portal, connection to existing data flows, implementation of HDS hosting. Configuration of telehealth monitoring alerts with medical protocols.
Pilot and progressive deployment
Launch on one service for 6 weeks, adjustments based upon actual usage, then extension to other services with teams trained internally.
Measurable results for your organisation
- Pre-admission completion rate at 72% versus 25% on average with paper forms
- 40% reduction in incoming calls relating to logistics (schedules, documents, instructions)
- Early detection of decompensations: intervention within 24 hours rather than 5 days on average
- 35-minute time saving per complete admission on secretarial time
- Patient adoption rate exceeding 60% at 6 months through streamlined pathway
- HDS and GDPR compliance documented for HAS certifications
Clarifying your decision-making
Our patients are on average 68 years old — they will never use a digital portal.
Adoption of a patient portal rests on its simplicity, not on the age of its users. A portal designed for them — large buttons, a linear pathway, SMS as entry point, no application to install — achieves high adoption rates, including amongst those over 70. For the others, the carers’ space allows a relative to manage alongside them.
Our EPR is legacy and the vendor does not facilitate integrations — how do you connect?
Clarendis is accustomed to legacy electronic patient records and vendors that do not facilitate integration. Three routes exist: the vendor’s interfaces, even basic ones, scheduled HL7 exports, or an intermediate gateway that synchronises critical data. Changing the EPR is not a prerequisite.