Reimagining how families can access and experience patient care

From fragmented processes to connected care. Better access in action.

What sparked the need for change?

A US-based healthcare provider takes great care of pediatric patients and their families but wanted to make it even easier for them to understand care plans, manage appointments, and find the right support. The digital experience wasn’t helping them keep up. The organization lacked a strong mobile presence, and the web experience felt outdated and hard to navigate.

Because many of its processes were manual, different platforms didn’t talk to each other. That created an unnecessary hassle for families and for doctors who would rather spend that time with patients. And with siloed, paper-based processes, patients didn’t have easy digital access to their own health information—particularly on mobile, their preferred channel.

What solution did the teams unlock by working together?

Together with PwC, the teams created a new, connected experience for families—both on mobile and web—transforming how they engage with the hospital and services. Now, the organization can give families end-to-end digital intake, real-time access to medication and test results, easier ways to make or change appointments or access telehealth, all with streamlined authentication. And its people, from providers to compliance, can get the data they need fast, with less paperwork.

Where did tech innovation meet human ingenuity?

We wanted to remove friction from the care journey. PwC collaborated closely with internal teams, patients, and technology specialists to map the patient experience and design with empathy. By integrating Salesforce Health Cloud, Marketing Cloud, and MuleSoft, we created a secure, connected system that unites clinical, administrative, and support data—helping providers care for families more effectively.

What was the real-world impact of approaching things differently?

The organization is already seeing real impact. Families spend less time navigating care and more time focusing on what matters most. The new connected platform can unite mobile and web into one journey, so families can more easily manage treatment plans and appointments. PwC didn’t just develop a solution—they helped reimagine how families interact with care. And because it’s built on Salesforce’s secure, scalable platform, it’s ready for AI—setting the stage for an even smarter, more connected future for patients and their families.