Patient Relationship Management: From New Patient Acquisition to Care Continuity
Below is an example of a patient’s journey augmented by TeleVox's AI-enhanced Patient Relationship Management platform. See how it outperforms standard patient engagement systems commonly deployed by health systems.
Click on icons to view details about the journey.
Mike’s Vaccine Question: Before his physical exam Mike visits Modern Clinic’s website to learn if he is eligible for the latest flu shot. Their AI-powered Virtual Agent immediately answers his question via Knowledge Base.
The journey begins. Mike starts his journey on the website of a prospective health system, Modern Clinic. The website is enhanced with conversational AI, so Mike can schedule a physical exam on his own without ever needing to speak to a real person.
FACT
Automated Reminders Sent: Before Mike’s appointment, he receives appointment reminders via his preferred method (SMS) to ensure he is prepared for his physical examination.
You Have an appointment at ...
eCheck-In for Shorter Wait Times: As the appointment draws closer, Mike can complete key paperwork in advance and pay any necessary copays. So, no waiting at reception and no rifling around for insurance information.
FACT
Wayfinding for Easy Traversal: On the day of the appointment, Mike is shown how to traverse Modern Clinic’s facility via Wayfinding. Mike finds the office easily and has a successful physical examination.
Easy-to-Manage Prescription: During Mike’s physical, his PCP prescribed a heartburn medication requiring regular refills. With Iris, Mike can order refills on the provider’s website by engaging their Virtual Agent.
FACT
Colon Cancer Awareness Campaign: Several months later, Mike gets a message from his provider about the importance of colonoscopies for early detection of colon cancer, as he fits in the campaign's ideal target audience. Mike decides to schedule a colonoscopy and initiates a web chat with a live agent.
FACT
Biopsy: Mike again receives timely appointment reminders and instructions leading up to his biopsy and arrives on time and prepared for his procedure.
Improved Patient Prep: In the days leading up to his colonoscopy, Mike’s provider prepares him with messages via Digital Care Programs to ensure that he comes ready for his colonoscopy. This reduces the likelihood of rescheduling due to poor procedure prep. After the appointment, Mike’s provider schedules a biopsy.
FACT
10
Post-Procedure Instructions and Recovery Follow-Up: After Mike’s biopsy, he receives instructions via Digital Care Programs to ensure a smooth recovery. Mike gets follow-up messages to make sure he is feeling ok and that there are no complications, and that he’s adhering to his medical plan around for insurance information.
FACT
Patient engagement is step by step. Patient relationship is the entire journey.
© Copyright 2024 TeleVox | All Rights Reserved
Citations
Patient Profile: Mike is 41 years old and recently moved to a new city. Mike needs to schedule a routine physical examination with a new provider. During his online research, Mike came across Modern Clinic.
FACT
Text-message patient outreach cuts 30-day hospital readmission risk by6
41%
FACT
67%
of patients think it is very or extremely important to be able to find your way around a healthcare facility easily.3
FACT
Analysis of >37,000 encounters showed that nonreceipt of SMS appointment reminders had a strong association with 15- to 60-minute tardiness > 60-minute tardiness and no-shows.2
FACT
67%
of patients prefer to book their appointments online. In 2023, up to 700 million individuals were expected to adopt online appointment booking.1
1. Beckman, Jeff, Tech Report, “Online Appointment Scheduling Statistics in 2023 (Data Matters)” Updated May 30, 2024
2. Tan J, Christie A, Montalvo SK, Wallace C, Yan Y, Folkerts M, Yingling A, Sher D, Choy H, Jiang S, Westover KD. Automated Text Message Reminders Improve Radiation Therapy Compliance. Int J Radiat Oncol Biol Phys. 2019 Apr 1;103(5):1045-1052. doi: 10.1016/j.ijrobp.2018.11.050. Epub 2018 Nov 30. PMID: 30508618.
3.Gozio Health, Hospital Wayfinding, “Patients Are Getting Lost in Hospitals: 12 Stats Show WhatThat Costs,” May 18, 2023
4.MGMA staff, MGMA, “Digital check-in can boost patient satisfaction and practice efficiency amidstaffing shortages”, May 4, 2022
5. Howard, K., McNeill, L., Newman, J., & Arora, V. (2016). A Preoperative Text Message Reminder Program to Reduce Hospital Readmissions: A Quality Improvement Project. JAMA Surgery, 151(6), 535-541.
6. Heath, Sara, Managing Editor, TechTarget, “Text Message Patient Outreach Cuts 30-Day Hospital Readmission Risk 41%,” Oct 28, 2022
FACT
79%
of respondents wanted to be able to use technology when managing their healthcare experience.4
FACT
A study published in JAMA Surgery found that a preoperative SMS reminder program reduced hospital readmissions by in the 30 days following surgery.5
27%
TeleVox - Patient Relationship Management
Jessica Adams
Created on May 28, 2024
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Transcript
Patient Relationship Management: From New Patient Acquisition to Care Continuity
Below is an example of a patient’s journey augmented by TeleVox's AI-enhanced Patient Relationship Management platform. See how it outperforms standard patient engagement systems commonly deployed by health systems.
Click on icons to view details about the journey.
Mike’s Vaccine Question: Before his physical exam Mike visits Modern Clinic’s website to learn if he is eligible for the latest flu shot. Their AI-powered Virtual Agent immediately answers his question via Knowledge Base.
The journey begins. Mike starts his journey on the website of a prospective health system, Modern Clinic. The website is enhanced with conversational AI, so Mike can schedule a physical exam on his own without ever needing to speak to a real person.
FACT
Automated Reminders Sent: Before Mike’s appointment, he receives appointment reminders via his preferred method (SMS) to ensure he is prepared for his physical examination.
You Have an appointment at ...
eCheck-In for Shorter Wait Times: As the appointment draws closer, Mike can complete key paperwork in advance and pay any necessary copays. So, no waiting at reception and no rifling around for insurance information.
FACT
Wayfinding for Easy Traversal: On the day of the appointment, Mike is shown how to traverse Modern Clinic’s facility via Wayfinding. Mike finds the office easily and has a successful physical examination.
Easy-to-Manage Prescription: During Mike’s physical, his PCP prescribed a heartburn medication requiring regular refills. With Iris, Mike can order refills on the provider’s website by engaging their Virtual Agent.
FACT
Colon Cancer Awareness Campaign: Several months later, Mike gets a message from his provider about the importance of colonoscopies for early detection of colon cancer, as he fits in the campaign's ideal target audience. Mike decides to schedule a colonoscopy and initiates a web chat with a live agent.
FACT
Biopsy: Mike again receives timely appointment reminders and instructions leading up to his biopsy and arrives on time and prepared for his procedure.
Improved Patient Prep: In the days leading up to his colonoscopy, Mike’s provider prepares him with messages via Digital Care Programs to ensure that he comes ready for his colonoscopy. This reduces the likelihood of rescheduling due to poor procedure prep. After the appointment, Mike’s provider schedules a biopsy.
FACT
10
Post-Procedure Instructions and Recovery Follow-Up: After Mike’s biopsy, he receives instructions via Digital Care Programs to ensure a smooth recovery. Mike gets follow-up messages to make sure he is feeling ok and that there are no complications, and that he’s adhering to his medical plan around for insurance information.
FACT
Patient engagement is step by step. Patient relationship is the entire journey.
© Copyright 2024 TeleVox | All Rights Reserved
Citations
Patient Profile: Mike is 41 years old and recently moved to a new city. Mike needs to schedule a routine physical examination with a new provider. During his online research, Mike came across Modern Clinic.
FACT
Text-message patient outreach cuts 30-day hospital readmission risk by6
41%
FACT
67%
of patients think it is very or extremely important to be able to find your way around a healthcare facility easily.3
FACT
Analysis of >37,000 encounters showed that nonreceipt of SMS appointment reminders had a strong association with 15- to 60-minute tardiness > 60-minute tardiness and no-shows.2
FACT
67%
of patients prefer to book their appointments online. In 2023, up to 700 million individuals were expected to adopt online appointment booking.1
1. Beckman, Jeff, Tech Report, “Online Appointment Scheduling Statistics in 2023 (Data Matters)” Updated May 30, 2024
2. Tan J, Christie A, Montalvo SK, Wallace C, Yan Y, Folkerts M, Yingling A, Sher D, Choy H, Jiang S, Westover KD. Automated Text Message Reminders Improve Radiation Therapy Compliance. Int J Radiat Oncol Biol Phys. 2019 Apr 1;103(5):1045-1052. doi: 10.1016/j.ijrobp.2018.11.050. Epub 2018 Nov 30. PMID: 30508618.
3.Gozio Health, Hospital Wayfinding, “Patients Are Getting Lost in Hospitals: 12 Stats Show WhatThat Costs,” May 18, 2023
4.MGMA staff, MGMA, “Digital check-in can boost patient satisfaction and practice efficiency amidstaffing shortages”, May 4, 2022
5. Howard, K., McNeill, L., Newman, J., & Arora, V. (2016). A Preoperative Text Message Reminder Program to Reduce Hospital Readmissions: A Quality Improvement Project. JAMA Surgery, 151(6), 535-541.
6. Heath, Sara, Managing Editor, TechTarget, “Text Message Patient Outreach Cuts 30-Day Hospital Readmission Risk 41%,” Oct 28, 2022
FACT
79%
of respondents wanted to be able to use technology when managing their healthcare experience.4
FACT
A study published in JAMA Surgery found that a preoperative SMS reminder program reduced hospital readmissions by in the 30 days following surgery.5
27%