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Who is SeamlessMD and what do you do?

SeamlessMD provides the leading Digital Care Journey platform for hospitals and health systems to engage, monitor, and stay connected with patients across healthcare journeys (e.g. surgery, oncology, chronic care). Patients access digital care plans on their smartphone, tablet or computer and are guided via reminders, education and progress tracking. Providers can receive alerts, monitor patients and access analytics to deliver better care. SeamlessMD can be directly integrated with EHRs such as Epic, Oracle Cerner, MEDITECH, and Veradigm. 35+ clinical studies & evaluations have shown SeamlessMD to improve the patient experience while reducing hospital length of stay, readmissions and costs.

Who are SeamlessMD customers?

We’ve partnered with leading health systems across North America to improve health care such as UAB, Intermountain, Atrium Health, MultiCare, Baystate Health, Trillium Health Partners, William Osler Health System and Thunder Bay Regional Health Centre (TBRHSC). Click here to learn more about our customers: https://seamless.md/customers

When was SeamlessMD founded?

SeamlessMD was founded by Dr. Joshua Liu (CEO), Willie Kwok (CTO) and Philip Chen in 2012.

Has SeamlessMD won any awards?

Yes. SeamlessMD has won several healthcare industry awards including being selected by 35 health systems leaders across the United States and KLAS Research as the top solution to improve outcomes in the 2023 KLAS Emerging Solutions Top 20 Report. In fact, SeamlessMD was the only solution to be ranked in the top five across all four categories – improve outcomes, reduce cost of care, improve the patient experience, and improve the clinician experience.

SeamlessMD was also recognized in 2023 as the Top Rated Remote Monitoring Company by AVIA Marketplace based on extensive research, responses from health systems, and company outreach, SeamlessMD ranked across all five categories in the 2023 report: Top Reviewed companies, Top Rated Features, Top Rated Customer Support, Top Rated Integrations, and Top Rated Ease of Use.

In 2022, The Coordinated Accessible National (CAN) Health Network recognized SeamlessMD as the Company of the Year. This prestigious award recognizes the CAN Health Network company that has achieved outstanding results throughout the project lifecycle and beyond. Additionally, the selected company demonstrates that the CAN Health Network model succeeds in breaking down barriers and helping Canadian companies scale.

Also, in 2022, SeamlessMD was recognized as a Top Company in Patient Education by AVIA Connect, and among the Top 50 Remote Monitoring Companies by AVIA.  Including a Top Five Condition-Specific Vendor, a Top 20 Most Popular Remote Monitoring Companies Among Rural Hospitals and a Top 20 Remote Patient Monitoring Companies Among Pediatric Hospitals. The company was recognized for its increased depth of educational content across digital care journeys such as surgery, maternity care, cancer care, and COVID-19 monitoring, as well as utilizing Patient-Reported Outcomes (PROs) to inform care plan and outreach.

SeamlessMD has also been recognized as a leading Digital Health company, being named by OMERS as a Top 100 Canadian Health Tech Company and one of the Global Top 100 Companies in Digital Health. And the company has received several accolades as one of the Best Workplaces by Great Places to Work since 2021.

I’m a healthcare provider interested in learning more about SeamlessMD. How can I access more information?

We have a wide variety of educational resources to learn more about our products and services in the form of case studies, clinical research, informational podcasts, whitepapers, etc. You can also get in touch with us for specific questions and inquiries at https://seamless.md/contact. Our team would be happy to provide you with a demo or address any of your questions.

I’m interested in working at SeamlessMD. What should I do?

Check out our careers page on our website here: https://seamless.md/company/careers

How does a patient access the App?

After your healthcare organization creates an account for a patient, they will receive an email with instructions for activating your account. After activating, patients can access their personalized digital care journey through the SeamlessMD app using their own device - e.g. smartphone, tablet, computer. Patients can either use the web browser app, or download the app on the Apple App Store or Google Play Store.

Can caregivers and family members be enrolled in the App?

Yes. caregivers and family members can share an account and access the same reminders and education to help keep the patient on track. This also allows caregivers and family members to help patients complete any digital check-ins and surveys. Patients enrolled with a caregiver or family member are more engaged, and often experience positive outcomes and a faster, smoother recovery.

Is there a limit to how many patients can access the App?

No. There is no limit to how many patients can access SeamlessMD. We have health systems that have thousands of patients using our digital care journeys.

Is the content provided developed by SeamlessMD or does the health system need to provide it?

SeamlessMD provides out-of-the-box digital care plans that include content, workflows and algorithms, which the health system can further customize.

How long is a digital care plan?

The healthcare provider determines the length of the digital care journey depending on the episode of care required. Our partners have customized the care plans to be as short as a few weeks to a year along. Digital care journeys can be three months, twelve months, shorter or longer, it is entirely up to the healthcare provider, their protocols of care and their patients’ needs.

Can the digital care plans and content be customized?

Yes. We have a dedicated Patient Education team consisting of clinicians and health communication specialists who review evidence-based guidelines and medical literature for different healthcare journeys, and translates this information into interactive, patient friendly digital care plans while meeting best practices for accessibility, patient education, health literacy, adult learning and behavioural change theory.

Is it possible to customize the SeamlessMD App with the Health Systems’ branding?

Yes. Hospitals and health systems can brand the app with their logo and clinician photos.

Can the healthcare provider update the author or edit the care plan content and workflows after launch?

Clinical team members are an integral part of the building and customization process of the care plans, including the content, workflows and algorithms library, to-do list items, and surveys. After a care plan is launched, clinical teams can make change requests for care plans and content updates, which will be handled by our Patient Education teams. Change requests required for patient safety are prioritized. Clinical teams can edit and update care plans 1 month post-launch, 6 months post-launch, and then once a year after that. Safety-related changes are made as soon as possible.

Does SeamlessMD only support surgical programs?

While SeamlessMD has a proven track record of delivering digital care journeys that guide patients through a wide variety of surgical procedures, we also have developed digital care journeys to support patients through oncology, mental health, maternity care, chronic care, and more.

Can I use SeamlessMD to track opioid use post-surgery?

Yes, you can use SeamlessMD to remotely monitor opioid use. The technology allows for the collection of patient-reported data specifically relating to opioid consumption and pain intensity after surgical procedures. Providers can access analytics on opioid consumption during recovery to safely reduce opioid prescriptions going forward. With this information, healthcare providers can curb the misuse, abuse, and overuse of opioids.

How does SeamlessMD help reduce surgical complications?

SeamlessMD’s digital care journeys allow healthcare providers to engage and monitor patients with a mobile or web-enabled, virtual companion that guides them from pre-op preparation through post-op recovery. Providers monitor patient compliance, symptoms and recovery progress (e.g. temperature, pain levels, incision photos, etc.). They receive alerts and monitor dashboards to identify when a patient's health status changes, enabling providers to intervene sooner to prevent surgical complications. To learn more on how leading healthcare organizations have utilized SeamlessMD for improved clinical outcomes, check out these case studies: https://seamless.md/case-studies

Can different service lines within a health system use SeamlessMD?

Yes, SeamlessMD is often used by multiple departments and service lines across a health system. Digital care journeys are available for open heart surgery, TAVR/TAVI, interventional cardiology, vascular surgery, hip replacement, knee replacement, shoulder surgery, spine surgery, surgical oncology (pancreas, liver, thyroid, parathyroid, adrenal and breast cancer), oncology (chemotherapy, radiation therapy and survivorship), general thoracic, esophagectomy, robotic bronchoscopy, colorectal, bariatrics, foregut, hernia, endocrine surgery, emergency general surgery, urology, gynecology, maternity care, heart failure, COPD, mental health and many more.

Does SeamlessMD support multiple languages?

Yes. SeamlessMD can support multiple languages, including English, French, Chinese, Urdu, Hindi, Portuguese, Italian, Punjabi and many others.

How is SeamlessMD different from other patient engagement, remote patient monitoring or virtual care platforms?

Unlike other solutions, SeamlessMD provides an extensive digital care plan library that spans across surgery, oncology, maternity care, chronic disease, and other medical episodes of care. This makes it easier for a health system to use ONE platform system-wide, thereby reducing the time spent on staff training, education and managing multiple platforms. Our easy-to-use, intuitive app seamlessly guides patients before, during, and after hospitalization through their personalized digital care journey. With 30+ clinical studies or evaluations, SeamlessMD has the strongest and largest body of clinical evidence, across the most clinical specialties, which gives health systems confidence that our solution can succeed across all departments and service lines. Our integration with leading EHR solutions like Epic, Cerner, Allscripts, and Meditech makes it easy for health systems to integrate with SeamlessMD. The EHR integration streamlines patient enrollment on SeamlessMD and it makes it easier for staff to receive alerts and monitor patients.

Can patients access SeamlessMD through Epic MyChart?

Yes, SeamlessMD can be integrated with existing patient portals such as Epic MyChart.

Can SeamlessMD integrate with Electronic Health Records (EHRs)?

Yes, SeamlessMD integrates with EHRs such as Epic, Cerner, Meditech and Allscripts. SeamlessMD is available in the Epic App Orchard and Cerner Code marketplaces. SeamlessMD can integrate via FHIR, HL7v2 and other approaches. Read more about our EHR integrations here: https://seamless.md/product/ehr-integration

Is SeamlessMD HIPAA, PIPEDA & PHIPA-compliant?

SeamlessMD complies with HIPAA, PHIPA, PIPEDA, PHIA and other privacy legislation. SeamlessMD maintains SOC 2 Type II compliance through annual audits by a certified auditor (CPA). SeamlessMD’s information security program includes policies for SOC 2 and HIPAA/PIPEDA compliance, including annual security and privacy training for staff, audit loggings system, internal assessments (risk assessments on NIST-800-88 standard), external assessments (3rd party penetration testing by a certified CISSP and SOC 2) and more. All data collected is encrypted and stored on secure privacy-compliant servers with our hosting provider, who are ISO 27001 compliant and HITRUST certified. The data center for data storage and backup is physically located in Canada for Canadian clients and the United States for US-based clients.

How long does it take to implement SeamlessMD?

It takes 9-12 weeks to implement a digital care plan. All customers are assigned a dedicated team consisting of a Customer Success Manager, Patient Education Specialist, and Quality Assurance Associate who will lead them through the implementation process, including care plan customization, project management, staff training, best practices for patient adoption, and how to improve outcomes.

What support do customers receive after launch?

Besides technical support for patients and providers, our Customer Success team also provides regular check-ins (ranging from every few weeks to several months apart, depending on the customer’s situation). At these check-in meetings, our Customer Success team identifies successes, addresses concerns, troubleshoots issues, and advises on improving patient engagement and outcomes. It’s important to our team that we collaborate closely with your team to ensure that we are meeting the requirements and desired outcomes.

Is the monitoring dashboard embedded into the patient’s chart?

Yes, our SMART on FHIR integrations with EHRs such as Epic and Cerner allow our dashboards to be directly embedded into the patient chart.

Does the care team receive alerts for certain patient symptoms or signs of risk?

Yes, providers can receive alerts and monitor patients on dashboards, allowing for personalized care recommendations and quicker intervention from the care team if necessary.

Can alerts be sent to different people?

Yes, alerts can be sent to more than one person, and alerts for specific issues can be sent to different people. For example, diet-related questions can go to a dietician; stoma questions can go to a stoma nurse, COVID screen alerts can go to pre-admission/day-surgery, mobility-related alerts can go to physios, infection-related alerts can go to specific nurses, etc. However, instead, all alerts can go to one or many people and then the care team can triage from there.

Can healthcare providers collect Patient Reported Outcomes (PROs) through the App?

Yes, you can automate PRO data collection through SeamlessMD. Organizations can customize and automatically collect PROs across the episode, including validated survey instruments (e.g. PROMIS, VR-12, HOOS, KOOS, etc.). Learn more about PRO data collection here: https://seamless.md/solutions/patient-reported-outcomes

Does SeamlessMD provide biometric devices for remote monitoring (e.g. weight scales, blood pressure cuffs)?

No. SeamlessMD does not provide biometric devices. However, our care plans can be customized for patients to self-report data measured on biometric devices into the App.

I lost my password, how do I reset my password?

Users can complete a password reset form online. The user will then receive an email to reset their password.

I’m having trouble logging into SeamlessMD, who should I contact?

If you need help logging into your SeamlessMD Account, please email: support@seamless.md with your Name and Hospital Name.

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