Case Studies > Healthcare, On-Demand Apps, Proactive Engagement, Visual IVR
A leading GI healthcare provider was looking for a digital solution to enhance patient engagement, better prepare patients for appointments, reduce appointment no-shows, and improve real-time post-appointment feedback capabilities with minimal need for IT team involvement
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 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.
Zappix provided On-Demand Apps for this gastroenterology department as well as multiple departments within their parent organization. Combine with proactive outreach, Zappix On-Demand Apps created an automated appointment confirmation process allowing patients to confirm, cancel, or reschedule their GI appointments. Timely preparation materials tailored to specific medical regimens are also automatically sent to patients via email and text message exactly when they need it, removing the potential for handouts to be lost and increasing the likelihood patients follow proper preparation procedures.
Digital surveys sent to patients the day after appointments improve patient care and outcomes while monthly newsletters and reminders are sent to patients with referrals to properly educate them about the importance of gastroenterology check ups and encourage them to book appointments.
Throughout the week preceding an appointment, Zappix automated patient engagement alerts patients of what medication to take and where to pick it up, the importance of fiber and water intake, directions and parking information for their procedure location, reminders at scheduled intervals the day of their procedure, and a follow up message after the appointment with a health check-in or satisfaction survey.
Zappix digital patient engagement solutions resolve multiple forms of patient interactions. including:
Appointment Success: Digital appointment confirmation procedures reduced appointment no-show rates by 66%, keeping slots filled and allowing staff to reschedule appointments when necessary.
Real-Time Feedback: Over 25% of patients engaged with short, informative post-procedure surveys to directly improve patient experience.