Multichannel Communication Increases Patient Participation in Adherence Program
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Case Study (US)
The Challenge
Engage patients unreachable by phone via alternative communication channel.
Our Solution
During the first phone interaction with a patient, Virtual Clinical Educator will obtain verbal consent to communicate via SMS text.
Virtual Clinical Educator immediately sends patient an opt-in text for confirmation.
For future interactions where phone outreach is unsuccessful, Virtual Clinical Educator will send an SMS text.
Text message asks the patient to confirm therapy status and offers the patient to call for additional support.
The Results
- In Q1 2020, 1,177 patients who were unreachable by phone were sent a text.
- 72% of the patients replied with a text response.
- Patients’ therapy status was able to be confirmed.
- Patients provided phone number for additional support.