Case Studies > Healthcare, On-Demand Apps, Proactive Engagement, Visual IVR

Increased Patient Access For Gastroenterology Department

Zappix's automated Patient Engagement Solution increased patient preparedness and decreased patient no-shows.

Problem

A leading GI healthcare provider was looking for a digital solution to enhance patient engagement and increase patient access by better preparing patients for appointments. The healthcare provider previously experienced high appointment patient no-shows, leading to gaps in schedules and workflow inefficiencies.

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.

About the Client

The gastroenterology (GI) healthcare provider is part of a hospital & medical center that encompasses an ambulatory care center serving more than 3,000 patients each day, and a >300-bed hospital. The facility’s multidisciplinary approach allows patients access to preeminent physicians from virtually every medical specialty while providing quality primary care at community-based practices throughout their state.

Solution

Zappix delivered a seamless digital engagement solution for the gastroenterology department, as well as other departments within the parent organization, through its On-Demand Apps. By integrating proactive outreach, Zappix’s On-Demand Apps automated the appointment confirmation process, enabling patients to easily confirm, cancel, or reschedule their GI appointments. Tailored preparation materials, aligned with specific medical regimens, are automatically sent to patients via email and text exactly when needed—eliminating the risk of lost handouts and increasing adherence to essential prep protocols.

Additionally, Zappix’s digital surveys, sent the day after appointments, gather valuable feedback to improve patient care and outcomes. Monthly newsletters and reminders, which include educational content and referral information, are sent to patients to reinforce the importance of gastroenterology check-ups and prompt them to schedule follow-up appointments.

The Right Messaging at the Right Time

Through its integrated backend systems, Zappix automates personalized patient engagement, ensuring that the right message is delivered at the right time via the most effective communication channel for each patient. Leading up to their appointment, patients receive timely alerts regarding their specific procedure—detailing medication instructions, pick-up locations, the importance of fiber and water intake, as well as directions and parking information for the procedure location. On the day of the procedure, Zappix sends reminders at scheduled intervals to ensure everything is on track, and follows up post-appointment with health check-ins or satisfaction surveys.

Zappix’s dynamic platform adapts to each patient’s unique needs, automating appointment confirmations, cancellations, rescheduling, and procedure-specific instructions. This tailored approach ensures patients are well-prepared and informed, significantly enhancing their experience and optimizing overall outcomes.

7 Days Before Procedure

3 Days Before Procedure

2 Days Before Procedure

1 Day Before Procedure

Day Of Procedure

Post Procedure Survey

Zappix digital patient engagement solutions resolve multiple forms of patient interactions. including:

Digital Reminders + Guides Automatically deliver the information patients need exactly when they need it
Registration + Referrals Add new patients and generate revenue with referral reminders
Mobile On-Demand Apps The most convenient solution accessible to patients 24/7 via text message, email, and any other digital platform
Appointment Confirmation Text message reminders connect to a rich, app-like experience to automatically confirm, cancel, or update schedules
Digital Surveys Stay connected to the voice of your patients and quickly identify improvement areas
Monthly Newsletters Achieve better results with chronic patients and actively reduce patient leakage

Results

0 %

Patient Prep Rate
Increase

Better Outcomes: Digital patient engagement delivers the right message at the right time through patients’ preferred device to increase the number of patients properly prepared for procedures by 33%, improving patient outcomes.

0 %

Appointment No-Show Reduction

Appointment Success: Digital appointment confirmation procedures reduced appointment no-show rates by 66%, keeping slots filled and allowing staff to reschedule appointments when necessary.

0 %

Survey Response Rate

Real-Time Feedback: Over 25% of patients engaged with short, informative post-procedure surveys to directly improve patient experience.

Key Result Highlights

Thousands of appointments booked with digital referral service targeting patients with a referral and no appointment scheduled
Eliminated the need to mail paper preparation handouts to patients, greatly reducing staff effort
Increased revenue from higher rate of booked appointments
Improved patient outcomes with end-to-end patient engagement
Ability to make changes and updates within 48-hours (updating staff profiles, business hours, etc)

From Paper To Digital

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About Us

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.

Contact

25 Burlington Mall Road, Burlington, MA 01803

+1 (781) 739-2770

marketing@zappix.com