A digital platform for delivering Patient Support Programs, designed on AWS
Italiassistenza is Italy’s leading Home Care Company in the design and delivery of Patient Support Programs (PSPs), programs that support patients in adhering to their therapy, developed through the work of a multidisciplinary team of industry experts.
With 15 years of experience, more than 30 active PSPs across 22 therapeutic areas, around 20,000 home visits, and 190,000 counseling calls (outbound and inbound) in the last year, Italiassistenza is the leading provider in the sector in Italy.
A CRM to manage and monitor Patient Support Programs
Low therapy adherence is one of the main causes of ineffective drug therapies. Against this backdrop, Italiassistenza needed a web platform capable of delivering its digital services to patients, doctors, and caregivers, automating and orchestrating the activities of everyone involved in the PSPs while ensuring the security and protection of sensitive data.
There was also a need for a cloud infrastructure able to scale and evolve quickly, with shorter release and update times and the ability to securely manage a growing number of patients and users.
A scalable, secure cloud platform
Omnys, as an Advanced AWS Partner, designed and developed the Italiassistenza CRM on AWS, leveraging cloud services to build a modular, scalable, and secure infrastructure.
The architecture is built mainly on Amazon ECS, which handles provisioning and deployment of the individual applications dedicated to the PSPs, along with high availability, health monitoring, and isolation of application instances.
Using ECS improves installation and update times through Rolling Update deployments, enables auto scaling of hardware resources, and optimizes reliability, scalability, and costs.
For handling sensitive data, the architecture includes encryption of data in transit and at rest, with RDS and S3 using disk-level data encryption, while communications between the various application layers are protected via TLS and segregated through VPCs.
Several AWS services dedicated to infrastructure security and monitoring have also been activated, including WAF, GuardDuty, Config, CloudTrail, and Detective.
Digital services supporting the treatment journey
Thanks to the infrastructure that was built, Omnys and Italiassistenza were able to focus resources on developing advanced digital features, including real-time monitoring dashboards for doctors, integration of devices for monitoring oral therapy intake, and integrated video conferencing systems between doctors and patients based on Amazon Chime.
The elasticity of the infrastructure allows the platform to adapt dynamically to workload, maintaining high reliability while optimizing costs.
A platform recognized by AWS as a success story
The Italiassistenza CRM currently has more than 10,000 registered users, including operators, tutors, doctors, and patients, and has handled over 120,000 patient support activities through the digital services hosted on AWS. The platform’s annual growth rate is around 20%.
Thanks in part to pairing the digital services built on AWS with Italiassistenza’s support activities, the PSPs have driven an average increase in therapy adherence from 60% to 95%.
These results led AWS to publish the project as a success story in the Healthcare sector, recognizing the value of the digital platform Omnys developed for Italiassistenza.
