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53%
Reduced No-Show Rate
92%
Reduced Post-Op Calls
82%
Readmission Reduction
78%
Enrollment Response Rate
225% INCREASE IN COMPLETED PRE-APPT DOCS VIA WEB PORTAL
Ambulatory Management Solutions
Anesthesia provider works with Dialog Health to increase patient engagement, reduce manual outreach, and improve survey participation and Net Promoter Score (NPS).
225%
INCREASE IN COMPLETED PRE-APPT DOCS VIA WEB PORTAL
97%
PATIENT TEXT MESSAGING OPT-IN RATE
99%
IMPROVED NET PROMOTER SCORE (NPS)
THE CHALLENGE
When Ambulatory Management Solutions (AMS), a national management services organization that supports providers of mobile anesthesia services, brought on a new chief operating officer (COO), she identified that the organization was missing an important communication channel: text messaging. The COO had previously used text messaging when she worked at an ambulatory surgery center and witnessed the value of texting for strengthening patient engagement and improving staff productivity. She saw a similar opportunity for Chicago-based Mobile Anesthesiologists (Mobile) and the other anesthesia practices AMS supported.
THE SOLUTION
Mobile deployed two-way texting with Dialog Health to help streamline patient communications and reduce staff workload. Mobile used texting to support a variety of outreach activities, including the following: ü Prompt patients to complete preadmission documentation via patient portal ü Reminding patients to arrange for a driver on their date of service ü COVID-19 screenings ü NPO ("nothing by mouth") reminder ü Post-operative surveys ü Patient satisfaction surveys.
With Dialog Health, we're meeting patients where they are; we're interacting with patients the way they're accustomed to, which is their mobile device; and we're communicating with patients in the method they increasingly prefer. Our older patients are preferring texting as well. People don't have time to read emails and often ignore phone calls. Texting is the easiest, most effective way to get responses from most patients.
Dialog Health is helping us better achieve our company's goals. At AMS, we talk a lot about the Quadruple Aim. Texting is helping us touch on all those points. It supports our efforts around achieving good outcomes, delivering a great patient experience, improving efficiencies that lower costs, and providing feedback that enhances the healthcare worker experience. It's rewarding to know that we're contributing to the positive changes our healthcare system needs.
— Tina Mentz, Chief Operating Officer, Ambulatory Management Solutions
THE RESULTS
Since adding Dialog Health, text messaging has helped Mobile Anesthesiologists increase the percentage of its patients who completed their patient history via the organization's web portal from about 20% to 65% — a 225% increase. A similar increase was achieved in the number of patients who participate in patient satisfaction surveys. These improvements were achieved while also helping significantly reduce the amount of time staff spent on performing COVID screenings, postoperative surveys, and patient satisfaction surveys.
Also, over a five-month period in 2021, working with Dialog Health's communications software the organization increased patient compliance with the following results:
• 225% INCREASE IN COMPLETED PRE-APPT DOCS VIA WEB PORTAL
• 97% PATIENT TEXT MESSAGING OPT-IN RATE
• 74% COVID-SCREENINGS COMPLETED VIA TEXT MESSAGING
• 94% PATIENT SMS REACHABILITY RATE (GOOD MOBILE NUMBER)
• 76% POST-OP SURVEYS COMPLETED VIA TEXT MESSAGING
• 99% IMPROVED NET PROMOTER SCORE
• 66% PATIENT SATISFACTION SURVEYS COMPLETED VIA TEXT MESSAGING
Positive feedback from patients provided via text message is shared with the organization where the patient was supported by a Mobile anesthesiologist and staff. This feedback is also used for internal newsletters, external marketing materials, and anesthesiologist and nurse evaluations.
Conclusion: Dialog Health's two-way text messaging platform has been a game-changer for Mobile. The organization has relied on texting to achieve noteworthy patient engagement improvements while dramatically reducing the time and costs associated with manual patient communications.
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