RingCentral > Case Studies > Improving Patient Care through IoT: A Case Study on ICON Eyecare

Improving Patient Care through IoT: A Case Study on ICON Eyecare

Technology Category

Cybersecurity & Privacy - Security Compliance

Applicable Industries

Finance & Insurance
Telecommunications

Applicable Functions

Quality Assurance

Use Cases

Leasing Finance Automation
Time Sensitive Networking

About The Customer

ICON Eyecare is a leading provider of surgical and medical eye care, with clinics in Colorado and Texas. The company has been in operation since 1999 and has performed over 200,000 vision-correction surgeries in the past 18 years. ICON Eyecare specializes in treating patients with cataracts, advanced forms of glaucoma, and other age- and disease-related conditions. The company also provides LASIK and cosmetic eye procedures. ICON operates 14 patient care centers and is on track to open nearly as many more across the Mountain West in the next few years.

The Challenge

ICON Eyecare, a leading surgical and medical eye care provider, was facing a significant challenge in managing its rapidly growing business. With 14 patient care centers and plans to open many more across the Mountain West, the company was struggling with its existing VoIP solution. The company had grown from 100 to 300 employees in three years and was on track to double or triple that number in the next few years. This rapid growth necessitated a scalable communication solution that could keep pace. Additionally, the solution needed to be compliant with HIPAA requirements regarding patient confidentiality. The existing communication platform was not meeting these needs, leading to inefficiencies and potential risks.

The Solution

ICON Eyecare chose RingCentral as their new communication platform. RingCentral met ICON's requirements for scalability and HIPAA compliance, and also offered a full set of integrated functionality. This included RingCentral Office for telephony, RingCentral Meetings for online meetings, and RingCentral Glip for team messaging and collaboration. The latter was particularly exciting for ICON, as it replaced the company's existing chat program with a more comprehensive tool. Glip offered features such as task management, calendars, file sharing functionality, and support for animated GIFs. It also saved the company the monthly fee for the previous solution. Glip was adopted by many groups within the company, including IT, patient care, insurance, and the Spanish help team. It was found to be particularly useful in improving patient care, as it facilitated collaboration between different teams.

Operational Impact

The implementation of RingCentral, particularly the Glip tool, has significantly improved operations at ICON Eyecare. The Patient Care team, one of the largest to use Glip, found that it helped them better serve patients. The tool facilitated collaboration between different teams, such as surgery schedulers and insurance specialists, making it easier to stay on top of important information in a constantly changing environment. The Files and Notes sections of Glip were particularly useful in this regard. For tech lead Luis Cadena, the ability to post a document to Glip instead of creating a mass email saved him time that could be spent on more important matters. He found Glip to be the right balance of user friendliness and functionality, meeting the company's needs perfectly.

Quantitative Benefit

Scalability to support growth from 100 to 300 employees, with potential to double or triple in the next few years
Saved the monthly fee for the previous communication solution
Enabled compliance with HIPAA requirements