About the Client
Behavioral Health is a US-based mental health platform serving ACT teams — social workers visiting patients in shelters, prisons, and low-connectivity field locations. The platform captures visit notes, tracks medication delivery, and syncs patient data across care teams.
The company competes against roughly 60 organizations in its market, running on a small team with limited budget — competing primarily on reliability.
Additional Details
Project name, names of individuals, dashboards, and reports have been changed or anonymized because the project data is subject to an NDA.
Challenges Our Client Faced
ACT teams operate in the field rather than traditional offices, creating operational demands that require scalable, compliant coordination tools.
Offline Mode
ACT workers record visit notes in locations with poor or no connectivity. Offline mode covered only visits, medication delivery, and shelter visits, requiring a strict manual daily-download instead of auto-sync. Miss a step, and data could be lost.
Features Over Stability
Years of prioritizing features over stability compounded the risk: missing database indexes, one engineer owning all EHR integrations, no automated end-to-end testing. Requirements passed verbally, with no documented source of truth — causing rework on features that didn’t match what was needed.
Prospect’s Concerns
When a second major prospective client began testing the platform and raised the same concerns that had already cost Behavioral Health one client, Marcus, the business owner, understood the stakes. In a market of 60 organizations that talk to each other, a second failure wouldn’t just lose a contract. It would close the market.
Process
Marcus brought the situation to the team. A CTO-led review identified eight critical issues — offline reliability, integration speed, release delays, architecture, tech debt, requirements, API performance, feature alignment.
Fixes were sequenced by impact. Missing indexes on high-traffic queries were corrected. All libraries were updated, closing known stability risks. Integration testing infrastructure was built from scratch — previously, changes were verified manually after deployment. Front-end and mobile code reached 90% unit test coverage.
A dedicated Business Analyst rebuilt the requirements process: every feature request now requires sign-off from BA and customer before development starts. Marcus gave these fixes fixed capacity each release, instead of fitting them around feature requests.
Results
The prospective client whose loss would have repeated the same root cause signed the contract.
Critical stability fixes reduced app failures and offline-related complaints. The integration engine refactor cut per-integration effort and improved sync speed across existing EHR connections. Requirements that previously caused rework now go through BA and customer sign-off before development starts.
Engineering work now carries dedicated capacity in every release — a standing practice, not a one-time fix. Of the eight issues identified, critical fixes are complete across stability, testing, and requirements management; remaining work — full offline coverage, integration service extraction, recurring architectural reviews — is scheduled and tracked.
About Empeek
Engineering a better healthcare future.
Empeek is a custom healthcare software development company that helps healthtech startups and medical facilities create and leverage innovative, HIPAA/HITECH compliant technology solutions such as EMR and telemedicine systems, patient-centered crossplatform apps, AI-powered tools, IoT ecosystems, and others.
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