GET REAL RESULTS
Don't just take our word for it. Explore the tangible results we've achieved for our clients. See the remarkable improvements in revenue, outcomes and the significant reduction in workload.
66%
Reduced No-Shows & No-Gos
92%
Reduced Post-Op Calls
82%
Readmission Reduction
78%
Enrollment Response Rate
Hospital Department
Hospital Department Uses Dialog Health to Improve HCAHPS Scores by Up to 11%
Patient communication that measurably improves the experiences HCAHPS measures
11%
INCREASE IN OVERALL HCAHPS SCORES
73%
REDUCTION IN HIP & KNEE READMISSIONS
67%
REDUCTION IN CANCELLATIONS AND NO‑SHOWS
THE CHALLENGE
Like many hospitals, this large acute care organization faced ongoing challenges with HCAHPS performance, particularly in areas tied to communication, discharge clarity, and responsiveness. Patients often left the hospital with unanswered questions about medications, recovery expectations, and follow‑up care.
Staff relied heavily on outbound phone calls, leading to phone tag, delayed responses, and inconsistent patient outreach. These gaps impacted not only patient experience scores, but also downstream outcomes such as cancellations, readmissions, and staff efficiency.
Hospital leadership needed a scalable way to improve patient communication before
and after discharge, without adding burden to already stretched clinical teams.
THE SOLUTION
The Hospital department implemented Dialog Health’s two‑way texting platform to create timely, accessible, and patient‑friendly communication before and after discharge.
With two‑way texting, care teams can:
Reinforce instructions and medication guidance in plain language
Proactively check in after discharge
Allow patients to ask questions without waiting on hold
Route issues to the right team in real time
All without adding burden to already constrained staff.
“It feels like they care. The post‑op texts help make sure I’m doing what I need to be doing to heal.” - Patient Feedback from Hospital
THE RESULTS
11% Increase in HCAHPS Scores - Driven by better communication, responsiveness, and discharge follow‑up
73% Reduction in Readmissions - Hip & knee readmissions and penalties
67% Fewer Cancellations & No‑Shows
111% Increase in Pre-Surgical Class Attendance - Spine class attendance more than doubled
92.4% Patient Satisfaction Rating - Up from 83.3% pre‑texting
These outcomes were achieved by improving how patients experience care and communication — not by influencing the survey.
TAGS
RELATED CONTENT
