Proactive Engagement—Omni-channel customer engagement success stories

Best practices that lead to better patient engagement

Nationally-recognized provider reduces missed appointments and improves quality metrics.

Company profile

As patients expect the same level of consumer engagement they see from other industries, and provider reimbursement is increasingly tied to quality metrics, healthcare organizations are engaging patients in new ways.

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“ We are getting the most amazing feedback from our patients. We used to get a couple of comments a month [about the quality and helpfulness of the automated messages], now we get several per day. ”

Call Center Director
Nationally-recognized healthcare provider

Challenge

  • Reduce missed appointment rate
  • Boost quality metrics
  • Improve patient engagement

Solution

  • Nuance Proactive Engagement Platform
  • Orchestrate voice and text channels to improve patient reach
  • Ensure each message is immediately actionable to improve engagement
  • Leverage high‑quality voice talent, personalization and patient preference to improve patient experience

Results

  • 126% increase in patient engagement
  • 25% reduction in missed appointments
  • $2.3M in revenue value from freed-up appointments
  • Greater than 85% compliance in majority of quality metrics, with improvement in most

Background

For this Baldrige Award‑winning provider, with more than one million clinic visits annually and nearly two million calls into their contact center, successfully interacting with patients was already a priority. The organization had previously embraced automation to help manage appointment‑related outreach, but they still felt the need to do more.

Specifically, the medical group needed a solution that would allow them to achieve better patient reach, drive increased engagement around key quality metrics and, most importantly, improve health outcomes. To achieve these goals with a solution that was both cost‑effective and scalable, the organization teamed with consumer engagement expert, Nuance Communications.

The Nuance outbound solution allows hospitals and physician groups to intelligently engage healthcare consumers through text, voice, email and smartphone push notifications. This provider deployed an orchestrated strategy of voice, text and email outreach to reduce missed appointments, increase engagement and drive patients to schedule important services and screenings like Diabetes A1C Tests, Mammograms, Colorectal Screenings and Monitoring for Patients on Persistent Medications.

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