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In the News: Insider Intelligence

An article from Insider Intelligence presents a variety of industry data and statistics that support a link between higher patient engagement and shorter hospital stays. This is good news for hospitals, whose leaders are increasingly focused on improving revenue and mitigating costs where possible. When patient stays are shorter, health systems have smaller cost burdens.

The positive impact on engagement and these inpatient stays is evidenced by research from Epic that found patients with active portal accounts had hospital stays an average of one-half to one full day shorter than individuals without.

But patient portal use is just one marker of engagement. While portals are valuable tools for reviewing medical records and test results, this approach should be complemented by a variety of other digital strategies. For example, SMS-based patient engagement is a preferred method of communication by individuals who want to interact with the healthcare system. These text message communications can enable actions like appointment self-scheduling and rescheduling by allowing people to message bidirectionally with their healthcare providers.

Intrado conducted a survey of health IT leaders about their patient engagement priorities and goals to identify trends for 2022. More than 50% of respondents stated they plan to invest in systems that support SMS-based patient engagement, or texting. According to the article, health system executives’ focus on advancing their organizations’ engagement strategies via unique digital channels—portals, mobile apps, and texting—will translate to savings.

One other way SMS-based patient engagement can benefit hospital finances involves cutting down time spent by staff on tedious, repetitive communications. What historically required hands-on phone calls for patient recall, appointment management, and even pre- and post-visit instructions or follow-up can now be accomplished automatically by EHR-embedded patient engagement platforms. This technology streamlines multi-step outreach and intakes responses from patients, saving staff time and reducing their burden. As healthcare organizations are challenged with mitigating burnout and preventing turnover before it happens, freeing up unnecessary manual tasks placed on healthcare teams’ to-do lists is a simple strategy to support these efforts.

Read the full article here.

“Adopting the HouseCalls Pro platform has endeared us to our operations and executive teams. ACPNY has implemented a variety of automated workflows and over twenty Epic-event-based messages. We also love the self-service capability and on-demand broadcast messaging.”

Venus Jones | Director, Revenue Cycle Systems
AdvantageCare Physicians

“Since adopting HouseCalls Pro to capture real-time, self-reported patient information via SMS and record that in Epic, we have continued to expand the use of automated workflows. The configurability of the system and the service provided has been excellent.”

Anthony Brown | Director, Application Services
Kettering Health Network

“Recently, a whole practice had to move. HouseCalls Pro provides tools that send reminders out, so we didn’t have a time delay to send out customized messages. We didn’t have to wait for TeleVox’s staff to build something. That helped our practice because we didn’t have to reach out to each patient to let them know where the new location was. Reaching out to each person would have cost a lot of money, so TeleVox’s system has saved us a lot of money. Everything ties into the finances. With this solution, we can utilize our time for other things. Our patient turnover would cost us in the long run if we weren’t utilizing the time slots and the follow-up program. Patients have come back, and we have made them aware that they need to be seen for things. The solution has definitely had a positive financial impact.”

Manager | Customer Interview Conducted by KLAS Research About ROI/Cost

“TeleVox’s greatest strength is customer service. When I have questions or need somebody to intervene, I get very good responses from my account manager. That individual is excellent and always checks on us to see whether there is anything they can do.”

Manager | Customer Interview Conducted by KLAS Research About Service and Support

“I really believe in the HouseCalls Pro product, and I regularly engage in networking with other people that use the system. I am a big fan of the platform and the framework on which the platform is built.”

Manager | Customer Interview Conducted by KLAS Research About Technology

The Patient Family Notifications workflow has helped a lot with logistics. Especially since we have limitations on people entering the hospital due to COVID protocols. It has really helped coordinate with rides. Family members drop the patients off and eventually they get the message that their family member is in recovery and know it’s time to head back into the hospital to pick them up. That is very helpful.

Claudia Andrade | Senior Applications Analyst
Cambridge Health Alliance
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