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mHealth Watch Blog Series Week 4: Improving Portal Adoption

In this week’s installment of mHealthWatch’s new blog series, we’re tackling the challenge of improving portal adoption.

Improving Portal Adoption Possible with mPulse Mobile Solution

Although 87 percent of patients now want electronic access to their health records, according to athenahealth’s research highlighted recently by Healthcare Information, the portal adoption rate in the U.S. is just 29%. As a result, it behooves Integrated Delivery Networks (IDNs) to seek new and effective ways to improve their portal adoption rates and increase their return on investments in procurement of engaged patients.

For this particular case study , we’re setting our sights on the experience of a large, multi-state IDN which invested significant resources into boosting portal adoption. This effort in question provided the foundation for a case study presented in mPulse Mobile’s new Outcomes Report.

Execs at the IDN featured in the report knew that patients who registered for the portal were 2.6 times more likely to remain loyal patients of the organization. But how to reach the ‘unengaged’ patient segment — people who had not responded to previous outreach attempts — was the question.

That’s when the company reached out to mPulse Mobile to leverage its text channel to drive portal sign-ups among the not yet engaged patient population. The target audience was a cohort of 55,746 patients who had not previously registered for the portal.

After the IDN partnered with mPulse Mobile to reach these patients in a new and more cost effective way, 18 percent of the target audience registered on the portal.

The key was sending a text message to all mobile phone numbers, along with a unique link to register to the portal. This was the best possible solution, since — of the target patients — 51,632 (93 percent) had a mobile phone on record, while only 16,229 (29 percent) had email addresses on record.

Next Monday, in our final installment of mHealthWatch’s latest blog series, we’ll take a look at the critically important issue of Patient Compliance.

mHealth Watch Blog Series Week 3: Mobile Appointment Reminders

This week, in the continuation of our new blog series, we’re taking a closer look at the impact of mobile appointment reminders.

No-Show Woes Reduced by mPulse Mobile Appointment Reminders

According to mPulse Mobile’s new Outcomes Report, even well run clinics, with all the technology now available, experience a 12 percent average daily no-show rate.

Determined to make a dent in that disturbing statistic, a world-class Integrated Delivery Network (IDN) approached the matter proactively and with an eye toward technology. The IDN had been delivering appointment reminders via automated telephone calls, but it was neither the most consumer-friendly nor most effective solution.

In an effort to reduce no-shows, the IDN contacted mPulse Mobile, whose expertise aligns with the shifting trend towards text as the consumer preferred channel of communication. Per the findings of a 2016 survey by Sequence, when it comes to communications with healthcare providers, text messages are now preferred over phone calls by a majority of patients.

What mPulse Mobile proposed was its Appointment Reminder solution which delivers personalized, interactive, and automated message workflows for appointment reminders, no-show follow-ups, and satisfaction surveys. Targeted were all patients with scheduled appointments who had provided their mobile numbers at registration (which represented more than 30,000 appointments per month).

The mPulse Mobile Appointment Reminder solution offered patients the option of initiating a rescheduling workflow by replying ‘RS’ to a reminder message. No-shows triggered automated messages to patients and initiated a rescheduling workflow.

Introduction of this text reminder program drastically reduced no-show woes. The no-show rate was cut by 16 percent, generating a positive ROI. Additionally, 2.5 percent of patients used the ‘RS’ reschedule functionality 1 to 3 days before their appointments. This reschedule functionality improved overall slot fills.

Patients were extremely happy with the solution. Not only was the patient satisfaction rate for the program pegged at 97 percent, the program opt-out rate was a mere 2 percent.