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53%
Reduced No-Show Rate
92%
Reduced Post-Op Calls
82%
Readmission Reduction
78%
Enrollment Response Rate
St. Louis Integrated Health Network
HEALTH NETWORK'S CLIENT ENGAGEMENT SURGES WITH MULTI-LANGUAGE TEXTS
St Louis Integrated Health Network, which provides services for all residents of Metropolitan St. Louis, used multi-language two-way text messaging to greatly improve client engagement and reduce appointment openings in its schedule.
380%
INCREASE IN RESPONSE RATE
13%
INCREASE IN REACH RATE
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NON-ENGLISH SPEAKING PATIENTS
THE CHALLENGE
St. Louis Integrated Health Network was using two-way text messaging to remind clients about their appointments and allowing them to respond if they needed to change their appointments. Texts going to clients would provide the name of the health center, date and time for the appointment, and the addresses and phone number for the health center. The message would then ask clients to respond with "1" if they wanted to reschedule their appointment or "2" if they wanted to cancel.
These messages were going out in English to all clients. But the Metropolitan St. Louis area is diverse, with the U.S. Census Bureau indicating that nearly 9% of residents in St. Louis speak a language other than English at home.
THE SOLUTION
In an effort to improve the text messages' reach rate (i.e., the number of recipients who open a text message) and response rate (i.e., the number of recipients who respond to a text message), St. Louis Integrated Health Network activated Dialog Health's multi-language feature. This feature empowers providers to easily communicate with clients and patients in their native language. Dialog Health, which offers support for a wide range of languages, uses
dynamic tags to allow the streamlined customization of messages based on the client's preferred language.
THE RESULTS
Prior to activating the multi-language feature, St. Louis Integrated Health Network was achieving an 86% reach rate and 5% response rate for its appointment reminder text messages. Sixty days after activating the feature, the organization revisited the metrics and saw its reach rate had improved to 97% and response rate rose to 24% — a 380% (nearly quadruple) increase.
Non-English speaking clients who received appointment reminder texts were much less likely to engage with the messages and may have been frustrated by this language barrier. Communicating across languages demonstrated that St. Louis Integrated Health Network cares about its client experience and outcomes.
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