During the global COVID-19 pandemic health systems saw a surge in digital communication and virtual care appointments as patients looked for remote care options. The change in patient engagement caused Virtua Health located in southern New Jersey, an increased inflow of messages to care teams.
The issue encountered by Virtua Health
The clinical workflows of the health system were not optimized to meet the high rise in patient interactions. This led to inefficiencies and Virtual Health wanted to remove any barricades to patient communications.
There was a lot of pressure on the clinicians, and care teams as they had to respond to additional messages, and also carry out virtual sessions and in-person visits. There were also limited ways to organize the level of patient requests. Patients had the facility to communicate with their healthcare provider via email or the Electronic Medical Records (EMR) Software patient portal platform. Care members now had the added responsibility of prioritizing requests, and sorting out patient messages.
It was a challenge for the health system to ensure patients received timely communications and had a great and seamless experience.
Digitizing and automating the care program
Health IT vendor, Memora Health helped Virtua Health through smart triaging and keeping patients at the center of their care experience.
The robust technology solution offered by Memora Health will provide patients with an accessible platform for two-way text messaging. This SMS facility can offer support after telehealth sessions and once the patient is discharged.
Through the platform, patients can receive reminders about their upcoming appointments, medications, and potential side effects. By leveraging healthcare technology complex workflows can be streamlined and automated.
Intelligent clinical workflow automation
Clinical workflows can be optimized and automated through:
- Two-way texting
- Triage and escalation
- Inbox reduction
- Time tracking
- Care coordination
How the messaging platform can aid patients at Virtua Health
The two-way text messaging platform provides an opportunity for patients to have immediate access to a virtual care assistant. The assistant responds to any patient queries so they can have the right clinical guidance, and are well informed before a procedure or after they are discharged. Follow-up questions can be answered so patients and their families are well aware of how to care properly at home.
By digitizing and automating the patient care journey both patients and providers in the health system are satisfied. Patients can easily send messages to care teams and stay well informed, while providers can now focus on patient care as the administrative load is reduced.
