Case Study
Large Health System Dials In The Patient Access Experience
Organization Type
Health System
Geographic Region
Mid-atlantic
Organization Size
35+ hospitals
3000 physicians
25+ specialties
serving a patient
population of over 10m
Pressed for Time?
Watch the video to the right and get this content in 30 seconds — then come back for a deeper dive by scrolling to the full version below. Or let our AI concierge, Haxall, know you would like to download a pdf version of this case study so you can review it at a later time.
Large Health System Dials In The Patient Access Experience
THE CHALLENGE
A large health system identified almost 10,000 patients across two markets who had not come in for a primary care visit in the last 18-24 months. Without the bandwidth to effectively coordinate preventative care communications, they were at risk of diminishing health outcomes for their existing patient population or losing these patients to competing health systems.
THE DISCOVERY
The discovery process revealed that the health system didn’t have the bandwidth to effectively coordinate outreach or reminders for preventative care. Their decentralized phone management system was overwhelmed by inbound call volumes, allowing little opportunity for any kind of outbound campaign work. Staying on schedule with preventative care rested largely on the patient’s personal ability to proactively act in the interest of their own health.
Ultimately, staffing challenges prevented the Health System from conducting the patient outreach necessary to keep the patient community engaged and activated.
THE SOLUTION
Envera Health partnered with the health system to create an outreach campaign specific to patients who were coming due or had skipped routine care in the last 2 years. The campaign included IVR and SMS automated notifications when a patient became overdue for care and a dedicated team of Patient Access Coordinators (PACs) to handle related inbound call volumes and provide afterhours support for greater access. Additionally, Envera managed patient responses, identifying bad contact information and patients who had left the practice to ensure the system’s patient roles were up to date.
The Envera approach includes an in-depth discovery process that studies the physicians and processes unique to your organization to develop a fully customized engagement solution.
About Envera Health
Envera Health provides comprehensive engagement partnerships for healthcare organizations seeking to transform the patient experience and simplify the care delivery process. Supported by a unique CRM-driven engagement center, we other a complete suite of patient engagement solutions custom-designed to improve operational efficiency and enable steady growth.