Case Study: Philips achieves a contactless virtual waiting room and saves 11 minutes per patient with Twilio Programmable Messaging

How sms helps Philips patient management deliver a new waiting room experience

Philips Patient Management (formerly Medumo) faced a sudden COVID‑19 challenge: how to safely bring patients back for elective procedures while minimizing time in crowded waiting rooms and maintaining clear pre- and day‑of communication. With low industry uptake of contactless check‑in, the team needed a simple, reliable way for patients to virtually check in and receive instructions without apps or extra logins.

They launched an SMS‑based virtual waiting room powered by Twilio Programmable Messaging and Studio, delivering day‑before reminders, day‑of check‑in prompts, multilingual content, and real‑time notifications when the care team is ready. The solution integrated quickly, required no patient app, reduced phone outreach, and saved about 11 minutes per patient on average—improving workflow efficiency, patient autonomy, and provider‑patient communication.

Philips

Gabe Chaney

Senior Product Engineer