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53%
Reduced No-Show Rate
92%
Reduced Post-Op Calls
82%
Readmission Reduction
78%
Enrollment Response Rate
TEXTING REACHES 95% OF REFERRAL PATIENTS
HOSPITAL
Hospital’s metabolic and nutrition department works with Dialog Health to improve patient engagement and appointment scheduling with referral text campaign.
95%
REACH RATE OF REFERRAL PATIENTS
524+
HOURS SAVED ON CALLING AND SCHEDULING APPOINTMENTS
:)
ENHANCED WORKFLOW
THE CHALLENGE
Every week, the Metabolic and Nutrition Services department at a Utah Hospital receives referrals from physician practices. But communication with patients had become an increasing challenge for staff attempting to reach patients by phone to schedule appointments. Most patients were no longer answering phone calls, which required staff to make multiple call attempts and leave multiple voicemails — all without a way to determine whether voicemails reached and were listened to by patients. Reducing patient leakage was a priority.
THE SOLUTION
The Metabolic and Nutrition Services department deployed Dialog Health's twoway texting platform to initiate engagement with referrals via text and provide these patients with a phone number to call so staff could schedule their appointments. The department also wanted to enhance staff productivity by decreasing their manual processes.
We worked with the department to help set-up automated referral text messages. Example of automated texts include the following text message:
Hospital Metabolic & Nutrition Services: We have received a referral into our clinic for an appointment. Please call and we can help you schedule 877-666-1132.
Using text messaging for patient referral communication has helped us increase staff productivity and reduce time on manual tasks by eliminating phone calls that often led to voicemails. Most patients call to schedule their appointment on the same day as they receive the referral text. Texting has proven to be a quick and highly effective means of engaging with and empowering our patients to take a more proactive role in their healthcare.
— Director, Metabolic and Nutrition Services
THE RESULTS
In the first quarter of using Dialog Health texting solutions, the Metabolic and Nutrition Services department received 131 referrals. Using automated two-way texting to schedule referrals, the department successfully reached 125 of those patients (95%). For the Metabolic and Nutrition Services department, texting patients is an efficient way to communicate with referred patients and encourage them to call at their convenience to schedule appointments. Reaching more than 95% of patients via text eliminates manual and often unsuccessful processes for staff by providing patients with the relevant information they need to schedule their appointments at their fingertips. Staff is also finding that patients more frequently answer future calls since they recognize the phone number included in the text message. Win - win.
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