Case Studies > Healthcare, On-Demand Apps, Proactive Engagement
A leading healthcare provider in the northeastern United States wanted to improve communication between staff and patients while reducing the bureaucratic burden on medical professionals.
The healthcare provider found its medical staff were bogged down with various bureaucratic burdens like appointment reminder calls and standardized patient communication, spreading staff resources thin.
The northeastern healthcare provider is a new health care system that brings together academic medical centers and teaching hospitals, community and specialty hospitals, more than 4,800 physicians and 36,000 employees in a shared mission to expand access to great care and advance the science and practice of medicine through groundbreaking research and education.
Zappix Digital Patient Engagement effectively addressed the healthcare provider’s challenge of manual workflows by automating key communication tasks. Prior to implementing Zappix, medical staff were overwhelmed by time-consuming tasks such as appointment reminder calls and standardized patient communication. These manual processes stretched staff resources thin, impacting overall efficiency.
Zappix’s automated solution streamlined these workflows through orchestrated outreach via text and email. Patients received visual and digital appointment reminders with an easy-to-follow link to an on-demand app. This app provided patients with pre-procedure instructions, appointment details, and other essential information, ensuring they were well-prepared. By automating these reminders and instructions, Zappix not only reduced the administrative burden on medical staff but also improved patient engagement and compliance.
Zappix digital patient engagement solutions resolve multiple forms of patient interactions including:
Before the appointment: Zappix automed Digital Outreach to send informative messages to patients ahead of appointments to confirm, cancel, or reschedule appointments. This achieved a response rate >50% to the appointment confirmation process
After the appointment: post-procedure follow up surveys keep healthcare providers connected to the voice of the patient, help medical professionals monitor patient outcomes, and helping improve patient experiences.
Reduced staff burden: automated workflows and Zappix’s on-demand app offer personalized experiences to better connect patients directly to solutions. The automation of these workflows alleviated burden from staff by freeing them up from having to make as many calls to patients and giving them the ability to focus on other more pressing tasks.
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Zappix transforms the user journey during customer service interactions with an AI-Powered Digital Engagement Platform- engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.
