TeleVox Four Aims of Healthcare

Supporting the Four Aims of Healthcare with Patient Self-Service

TeleVox makes it happen with intelligent bi-directional communication, powered by AI.

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Self-Service Appointment Management

Prescription Refills

Aim #1 Improve Patient Outcomes

Information & FAQs

Directions/ Wayfinding

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Prescription Refills

Self-Service Appointment Management

Directions/ Wayfinding

Information & FAQs

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Self-Service Appointment Management

Prescription Refills

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Information & FAQs

Directions/ Wayfinding

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Self-Service Appointment Management

Prescription Refills

Directions/ Wayfinding

Information & FAQs

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Citations

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79%

of respondents wanted to be able to use technology when managing their healthcare experience.5

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67%

of patients think it is very or extremely important to be able to find your way around a healthcare facility easily.3

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$150 billion

is the annual estimated cost of missed appointments for healthcare providers.9

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40%

of hospitals reported idle staff while waiting for late patients.3

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47%

of non-clinical staff reported work overload, as a strong predictor of attrition.12

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Patient self-management support increases patients’ skills and confidence in managing their disease state by providing a 2-way information exchange to produce sustainable effects.4

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Reduces wait time for appointments, reduces no-shows and increases timely appointment cancellation.1

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Phone conversation costs your organization approximately $15.50/call, while two-way text messaging costs $1–5.10

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One facility reported prescription renewal requests comprised 16% of the total inbox message volume, which was about 16 requests per physician daily.13

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2.7% vs 4.6%

Appointments with no-shows were lower among self-scheduled appointments compared to agent-based scheduling.8

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Up to 50% of the time physicians spend educating/instructing patients can be saved with patient self-service.14

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72%

of patients want digital self-service to request prescription refills.6

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14%

increase in refill rates was achieved in Medicare patients through interactive text messages.2

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25%

of missed appointments were reduced in hospitals using digital wayfinding solutions.3

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AI language was rated as more empathetic than language from humans. AI also had higher ratings for understandability and tone and were more likely to convey positivity and affiliation with the patients.7

1. Chung S, Martinez MC, Frosch DL, Jones VG, Chan AS. Patient-Centric Scheduling With the Implementation of Health Information Technology to Improve the Patient Experience and Access to Care: Retrospective Case-Control Analysis. J Med Internet Res. 2020 Jun 10;22(6):e16451. doi: 10.2196/16451. PMID: 32519970; PMCID: PMC7315363. 2. Brar Prayaga R, Jeong EW, Feger E, Noble HK, Kmiec M, Prayaga RS. Improving Refill Adherence in Medicare Patients With Tailored and Interactive Mobile Text Messaging: Pilot Study. JMIR Mhealth Uhealth. 2018 Jan 30;6(1):e30. doi: 10.2196/mhealth.8930. PMID: 29382623; PMCID: PMC5811648. 3. https://www.goziohealth.com/blog/patients-are-getting-lost-in-hospitals-12-stats-show-what-that-costs 4. Dineen-Griffin S, Garcia-Cardenas V, Williams K, Benrimoj SI (2019) Helping patients help themselves: A systematic review of self-management support strategies in primary health care practice. PLoS ONE 14(8): e0220116. https://doi.org/10.1371/journal.pone.0220116 5. https://www.mgma.com/mgma-stats/digital-check-in-can-boost-patient-satisfaction-and-practice-efficiency-amid-staffing-shortages 6. https://www.hhmglobal.com/knowledge-bank/articles/is-ehealth-enough-to-satisfy-patients-desire-for-self-service 7. https://www.fiercehealthcare.com/ai-and-machine-learning/gen-ai-human-drafted-patient-messages-similar-quality-though-tech-more 8. Woodcock E, Sen A, Weiner J. Automated patient self-scheduling: case study. J Am Med Inform Assoc. 2022 Aug 16;29(9):1637-1641. doi: 10.1093/jamia/ocac087. PMID: 35652165; PMCID: PMC9382371. 9. https://www.mgma.com/articles/better-patient-communication-to-deter-no-show-appointments 10. https://www.demandhub.co/articles/text-messaging-in-healthcare/ 11. Babel A, Taneja R, Mondello Malvestiti F, Monaco A, Donde S. Artificial Intelligence Solutions to Increase Medication Adherence in Patients With Non-communicable Diseases. Front Digit Health. 2021 Jun 29;3:669869. doi: 10.3389/fdgth.2021.669869. PMID: 34713142; PMCID: PMC8521858. 12. Rotenstein, L.S., Brown, R., Sinsky, C. et al. The Association of Work Overload with Burnout and Intent to Leave the Job Across the Healthcare Workforce During COVID-19. J GEN INTERN MED 38, 1920–1927 (2023). https://doi.org/10.1007/s11606-023-08153-z 13. https://www.ama-assn.org/practice-management/digital/9-steps-reduce-ehr-inbox-and-stress-system-level 14. Miller, Robert H., et al. “Automated Pre- and Post-Surgery Program Saves Physicians Time on Educating and Instructing Surgical Patients.” Journal of the American Medical Association 284.19 (2000): 2472-2476.

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Staff took 1.5 minutes to tell patients directions and 5.3 minutes to actually take the lost person to where they needed to go. Staff members spent an average of 40 hours per year giving directions to patients and visitors.3

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Study reports AI-assisted technologies may free up the time of healthcare providers for essential clinical activities and more in-depth disease- and treatment-related communication with patients.11