Touché Long-Term Care
Case Study
A HIPAA-compliant SaaS product with a multi-state Medicaid integration
Client
Touché Long-Term Care
Project Phase 1
Re-develop a project that had been started by another dev firm and not completed. It was determined that the infrastructure was not sound and needed to be redeveloped.
Project Phase 2
Enhance the base platform with plugins for sex offender registry checks, EHR integration, and a custom engine to allow multi-state Title IX form updates.
Services Provided
UX Focus Sprints
Security Revamp
Roadmapping
Custom web and mobile app development
Ongoing Support
At a Glance
Compliant
With HIPAA and Google Play store rules.
7 states
Medicaid filings available
24/7 Availability
Because long-term care residents can’t wait for their admissions.
The Client
Touché is a platform developed by long-term care providers, for long-term care providers. This 24/7 cloud SaaS product offers a comprehensive admissions guide to help facilities—regardless of payer source—secure revenue, ensure compliant paperwork, and manage Title 19 filings and other required documentation securely and automatically.
The Situation
When we met Touché cofounders Jay Helton and David Osthus, they had already spent several years working toward their MVP with another firm. As long-term care providers and passionate industry advocates themselves, they knew what they wanted: a smooth platform that made it easy for facilities, administrators, patients, and POAs to handle the necessary paperwork.
Our audit uncovered some structural issues with the original development. After a careful evaluation, we worked together to make the difficult decision to start fresh—with new, secure, performant code.
While the product initially served Iowa facilities, Jay and David saw its potential to support providers across the country. A major differentiator is its handling of Title 19 (Medicaid) forms in a way that’s both user-friendly and compliant. While Title 19 is a federal program, each state sets its own forms—some over 40 pages long. That’s a heavy burden for someone entering a long-term care facility. But if the paperwork isn’t filled out correctly, the facility risks not getting paid.
It’s exactly the kind of challenge that benefits from thoughtful UX and precise technology.
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The Solution
Phase 1
We redeveloped the original MVP as a web-based Ruby on Rails platform, ready for launch and HIPAA compliance. Along the way, we improved key user experience flows and added important functionality.
Highlights:
Redeveloped and launched platform in Ruby on Rails
Implemented industry-standard security measures
Improved UX flows for smoother admissions
Made the platform tablet-friendly for bedside use
Supported audit requirements
Phase 2
As Touché grew, the team needed a way to respond quickly to changes in state filing requirements—and to support multiple states with their own unique documentation demands. We developed a flexible configurator that separated the data (hundreds of unique questions) from the actual PDF file submitted to the state.
This allowed us to keep the user-facing form smooth and intuitive (no government-speak!), while enabling the backend PDF to be updated quickly when state forms changed.
Crucially, the Touché team also listened to what their users told them: one of the things they wanted was a clearer path for new users, since the industry experiences high turnover.
Highlights:
Training modules to onboard new users
ICD-10–aware admissions process
Dashboard updates for easier training and oversight
Browser plugins to streamline frequent tasks
SMS and email integrations
The Results - Up Close
Results: In the client’s words
“You have been an excellent partner. We would not be in this position today without your expertise and excellent advice and guidance. Thank you again.”
Jay Helton
Cofounder
Touché
Security and compliance
Touché knew a secure, compliant solution was critical to achieve trust from facilities. That’s why we partnered with them to assess the current state of the app’s security and perform the needed upgrades so they -- and their users -- could feel confident.
A listing of our available services is provided below. We do not share specifics of particular clients’ security posture.
HIPAA Compliance
We’re fluent in HIPAA requirements and design our applications to protect personal health information from the ground up.
From secure authentication flows to careful handling of user data, our team is trained to recognize and respect protected health information (PHI) throughout the product lifecycle.
ADA Compliance
We follow WCAG 2.2 guidelines to ensure accessibility is built into every screen we design—not retrofitted later. Our designers and engineers are trained in accessible interface practices, and we routinely test for keyboard navigation, screen reader compatibility, and color contrast to make sure your app works for everyone.
Security
Security isn’t just a checklist—it’s part of our engineering culture. We implement secure coding standards, have every pull request double-peer reviewed, and integrate with trusted identity providers. Our team is trained in secure development practices and routinely collaborates with client IT and compliance teams to meet or exceed enterprise security standards.
What sets us apart
Clients come back again and again because we offer:
Speed of delivery: We offer startup pace, with enterprise quality.
Empathetic UX research: We are skilled facilitators and researchers who will make the process easy for you.
Interdisciplinary collaboration: We emphasize a collaborative approach, bringing together UX, operations, security, compliance, marketing and data teams to quickly iterate on the best solutions.
Onshore development team: We are a fully remote team proudly located 100% in the United States.
Design QA discipline: We QA not only for functionality, but also for smoothness of use and aesthetic beauty. You deserve to be proud of your application.
Security & Compliance rigor: Security and compliance are an integral focus of our training and design from day one.