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Enterprise Outreach for Executives

PatientEXP’s blends consulting and technology to achieve Enterprise Outreach excellence. By assessing current initiatives, PatientEXP will design a personalized approach to address gaps in outreach and improve patient experience, outcomes and operational excellence.
ABOUT

Why PatientEXP

Our clients include some of the largest health systems as well as small community hospitals that needed something extra to differentiate themselves in patient experience. We helped these clients identify where improvement was needed and deploy a scalable, responsive, automated and comprehensive outreach plan. We created custom solutions to improve both patient experience and resource utilization and provided a means of measuring the effectiveness of each campaign. Today, our clients experience patient satisfaction scores well above the national average.

The Challenge

Hospitals are faced with a variety of engagement challenges.
Hospital engagement challenges include:
  • Patient data is spread across siloed IT systems
  • Inconsistent messaging sent from multiple sources
  • Lack of flexibility in what can be communicated and when
  • No unified branding
  • No centralized control
  • Diverse language requirements
These challenges have led hospital leadership to look for a partner and a platform that are…
flexible enough to accommodate current and future needs
alleviate technology and process inconsistencies
work across the health system
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The Solution

PatientEXP’s hospital-branded Enterprise Outreach Platform allows for personalized, automated outreach using a variety of media and platforms.
By integrating with your EMR, the system gathers real-time health information and builds a custom data model for each patient that drives personalized and timely conversations.
This ability to listen intelligently means the system has the agility to use SMS communication to achieve practical and strategic goals. As evidence, our SMS opt-out rate is at or below 1%, reflecting widespread and enthusiastic adoption.
Hospitals deploying the Enterprise Outreach Platform soon realize that patients and families see it as a trusted communication channel. To capitalize on the opportunity, they can then expand to new and unique use cases.
Some examples of fully automated use cases deployed at our hospitals include:
  • Appointment Experience
  • Asthma Alerts
  • Clinic Openings / Relocations
  • ED to Urgent Care Redirect
  • Interactive Chat
  • Internal Staff Notifications
  • MyChart Portal Activation
  • NICU Insurance Reminders
  • NICU Tours
  • No-Show Rescheduling
  • Opioid Disposal Reminder
  • Parking Videos
  • Patient Surveys
  • Post-Discharge Monitoring
  • Prescription Refills
  • Referral Notifications
  • Return to Area of Treatment Notification
  • Surgery Progress Notifications
  • Virtual Waiting Rooms
  • Weather Delays
  • Wellness Reminders
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The Results

Good communication doesn’t just improve patient experience. It solves real problems.
Highlights of results achieved include:

30% of MyChart portal activations originating from SMS campaign

25% redirection for low acuity patients from ED to Urgent Care use

55,000,000+ patient / family conversations

Improved patient and family satisfaction

99% acceptance rate — patients see value in the SMS channel

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Get Started

For more information or a web demonstration please contact Jon Tulloch, SVP Business Development at jont@patientexp.com or complete our brief information request form.

Where Are the Gaps?

First Class Communication

Find out why it’s no longer optional in Healthcare.

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WHAT OUR CUSTOMERS ARE SAYING

We have created a great process to connect our people with the community and address their needs once they leave the hospital.