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

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