Project Overview

Medical Properties Trust, Inc. is one of the world’s largest owners of hospital real estate partnering with leading hospital operators. MPT sponsored development of a patient engagement app deployable across partner hospitals to improve outcomes and demonstrate technology-enabled facility value.

Challenge

  • Partner hospitals had fragmented patient engagement with no standardized digital experience
  • Post-discharge follow-up compliance averaged only 48% contributing to readmissions
  • No patient wayfinding for large hospital campuses causing appointment tardiness and anxiety
  • Inpatient communication with care team required nurse call buttons with average 8-minute response
  • Patient education materials were printed and rarely read
  • No digital feedback mechanism capturing real-time patient experience data

Solution

  • Developed a white-label patient engagement app deployable across MPT partner hospitals
  • Created hospital wayfinding with indoor GPS navigation, appointment countdown, and parking guidance
  • Built a care team communication module with secure messaging, nurse request, and rounding schedule visibility
  • Designed a digital patient education library with condition-specific content, procedure preparation, and recovery guides
  • Developed a post-discharge follow-up system with medication reminders, symptom tracking, and telehealth scheduling
  • Implemented real-time patient experience surveys with service recovery triggers for negative feedback

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Result

  • App deployed across 18 partner hospitals within 12 months
  • Patient satisfaction scores improved by 34% at implementing hospitals
  • Post-discharge follow-up compliance improved from 48% to 74%
  • Wayfinding reduced late arrivals by 44% and patient-reported navigation anxiety by 62%
  • Care team messaging reduced non-urgent nurse call button use by 38%
  • Digital education engagement averaged 4.2 sessions per inpatient stay
  • Real-time feedback enabled service recovery on 78% of issues before discharge

Client Remark

“Hospital real estate becomes more valuable when the patient experience inside is exceptional. MDA developed an app making every touchpoint from parking to discharge digital and responsive. Satisfaction improving 34 percent and follow-up compliance jumping from 48 to 74 percent proved that patient engagement technology enhances the value of healthcare facilities.”

– Edward K. Aldag Jr., Chairman, President & CEO, Medical Properties Trust, Inc.

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