The word “Bynahm” (بينهم) in Arabic translates to “Between Them,” explains Nouf Al Deligan, associate executive director for corporate digital health at Ministry of National Guard Health Affairs, based in King Abdulaziz Medical City in Riyadh, Saudi Arabia.
So when MNGHA started developing a new virtual reality-enabled application – designed in alignment with Saudi Arabia’s Digital Government Strategy (2023-2030) – that sought to help connect hospitalized inpatients with their distanced loved ones, “Bynahm” felt like the right name to choose for the app.
“The name reflects the app’s purpose of fostering communication ‘between’ admitted patients and their families,” said Al Deligan. “It emphasizes connection and bridging physical distance through technology.”
The app uses VR and 360-degree cameras to create a virtual environment where inpatients – especially those experiencing long stays, who may have low immunity or who suffer from infectious diseases where in-person visits are restricted – can “meet” with family and friends, even when health safety demands that distance be kept. This offers hospitalized patients a sense of connection that’s beneficial for their mental and physical health and could speed recovery.
It also reduces disruptions for clinicians and other hospital medical staff, and lowers the risk of infection transmission for all involved, according to MNGHA, which notes that other positive outcomes include improved patient satisfaction, enhanced emotional support and more efficient management of hospital staff and resources.
We asked Al Deligan recently to offer some more insights on the Bynahm app.
Q. Where did the idea for the app come from? How was it first conceived?
A. The idea for Bynahm originated from a need to maintain emotional connections between patients and their families, particularly in cases where visiting hours were restricted (e.g., during pandemics like COVID-19) or when families were geographically distant. Healthcare administrators and IT teams recognized the mental and emotional benefits of keeping families connected, which drove the app’s conception.
Q. Where did the idea for the app come from? How was it first conceived?
A. The idea for Bynahm originated from a need to maintain emotional connections between patients and their families, particularly in cases where visiting hours were restricted (e.g., during pandemics like COVID-19) or when families were geographically distant. Healthcare administrators and IT teams recognized the mental and emotional benefits of keeping families connected, which drove the app’s conception.
Q. What challenges was it designed to solve? What were some hurdles with communication?
A. The app was designed to address several key challenges:
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The inability of family members to visit patients due to logistical or health reasons
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A lack of structured and secure platforms for hospital-mediated patient-family communication
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Ensuring the privacy and security of both patient information and video calls
Hurdles in communication included:
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Ensuring the app was simple for nurses and family members to use
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Overcoming language barriers among diverse patient demographics
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Training hospital staff to adopt a new process and troubleshooting potential resistance
Q. Was virtual reality always planned to be a component? How does it help with the app’s efficacy? What were some challenges?
A. Virtual reality was not part of the initial concept but became a consideration as the project evolved. VR enhances the app by providing immersive family experiences, such as creating virtual environments where family members can feel “present” with patients in a hospital room or a calm, shared space. But there are some challenges with VR:
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High costs of VR equipment and infrastructure
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Ensuring ease of use for patients and families unfamiliar with VR technology
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Balancing VR integration without overcomplicating the core functionality
Q. What about other technologies? How do AI, analytics and automation factor in?
A. Survey-based analytics [allow that] after each call session, users receive a survey to provide feedback on their experience. This data helps hospitals analyze user satisfaction, identify areas for improvement, and measure the app’s impact on patient well-being and communication effectiveness.
AI plays a key role in classifying and analyzing survey results. AI can categorize responses into themes (e.g., satisfaction levels, technical difficulties, or emotional impact) and flag critical feedback requiring immediate attention. Over time, it can uncover trends to enhance the app’s effectiveness and user experience.
Automation streamlines the survey process by automatically sending surveys post-call and integrating results into dashboards or hospital systems for further analysis.
Q. How was the app first rolled out, and where? Has it seen successful uptake?
A. The app was first piloted in hospitals that served regions with a high volume of patients unable to receive visitors regularly, such as during the COVID-19 pandemic. It was introduced gradually to ensure staff training and workflow integration.
It saw strong adoption, especially among family members grateful for the emotional relief it provided. Hospitals reported higher patient satisfaction scores after the rollout.
Q. What was the early feedback from patients and other users? What do patients and their families like most about it?
A. Patients loved feeling more connected to their families, reducing loneliness and anxiety during hospital stays. Families appreciated having a convenient, secure way to check in on their loved ones. The simplicity of the app’s interface and the seamless call experience were standout features.
Q. What about operational efficiencies and ROI? How does it benefit hospitals?
A. Nurses spend less time coordinating phone or video calls manually, as the app streamlines the process. And the app enhances patient satisfaction, which improves hospital ratings and attracts more patients. Reducing stress and improving emotional well-being can also shorten recovery times, reducing costs.
Q. How does the app advance and contribute to Saudi Arabia’s Digital Government Strategy (2023-2030)?
Bynahm aligns with Vision 2030’s strategy by:
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Promoting digital transformation in healthcare services
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Enhancing patient experiences using innovative technology
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Supporting its goals of improved healthcare accessibility and patient-centered services
Q. Any plans to build upon or expand the app in future versions?
A. Future expansions may include AI-powered health monitoring during calls (e.g., tracking patient expressions for signs of distress) and expanding to international hospitals or creating a mobile version for outpatient or home care usage.
Q. What were key lessons learned here? Do you have any advice for other healthcare organizations that might want to try something similar?
A. Some lessons learned: Keep the user interface simple for both patients and staff. Invest in staff training to ensure smooth adoption. Anticipate privacy concerns and address them with strong security measures
Advice? Start small with a pilot program to identify challenges early. Collect and act on user feedback to improve functionality. Make scalability a priority to accommodate future expansion.
Mike Miliard is executive editor of Healthcare IT News
Email the writer: mike.miliard@himssmedia.com
Healthcare IT News is a HIMSS publication.