This southern non-profit health system serves over 1.2 million patients annually. With nearly 29,000 team members, they are committed to creating a better state of health for each member.
Challenge
Lack of patient engagement poses a significant challenge for healthcare organizations, undermining the effectiveness of care delivery and overall health outcomes. For this client, a sense of fear and uncertainty during the pandemic exacerbated the problem of patient disengagement and posed additional challenges for its diverse patient population, keeping them from scheduling care, refilling prescriptions, and undergoing recommended screening studies.
To close these emerging care gaps, the healthcare system tasked its staff with conducting patient outreach, but inconsistencies in telephonic outreach yielded minimal results and quickly led to employee burnout. The organization needed to find a more efficient, effective solution to solve their patient engagement issues without burdening staff.
Solution
Installation of Digital Communication and Activation Platform with initial focus on medication adherence and scheduling preventive screenings
Results
37,000
Appointments scheduled; 35k patients scheduled preventive screenings
50 %
Activated 50% of "off-track" medication adherence patients
Expansion
Program expanded to include Annual Wellness Visit gap closure; Medication Adherence Gap Closure; and Gap Closure for diabetes management, colorectal, mammography, and vaccines
$ 4.9 M
in Operational Savings equiv to 324,000 FTE hours of telephonic outreach realized in pilot alone