During our webinar on medication affordability and adherence, we were excited to speak with Kate Kalthoff, MHA, HEC-C, Vice President of Patient Experience & Bioethics at HCA Methodist Healthcare.
With a mission to provide exceptional, cost-effective healthcare that is accessible to all, Methodist operates multiple hospitals, emergency departments, and outpatient clinics, reaching thousands of patients every year.
We discussed how CipherOutreach is helping them automate medication access and reducing financial strain on patients. Here’s the details.
From Paper Cards to Automated Savings
Before partnering with us, Methodist Healthcare relied on traditional methods to assist patients with prescription costs, such as printed savings cards included in discharge instructions. There was no automated system in place to ensure patients were receiving the financial assistance they needed at the right time.
“We knew it was an issue for patients whether we were rounding or through survey comments. Folks were making the choice between paying the rent, buying food, or picking up their medication,” Kalthoff said.
To remove barriers to adherence, Methodist Healthcare implemented CipherOutreach to automate medication affordability support. Within an hour of discharge, patients now receive an SMS message with a digital savings card they can present at any pharmacy.
By ensuring that every discharged patient—regardless of financial status—has access to savings, Methodist Healthcare is making it easier for patients to afford the medications they need to stay healthy.
Educating Staff and Patients for Success
A key component of the program’s success has been education to ensure the program’s effectiveness.
Staff were provided with clear materials such as huddle cards and tip sheets to explain the program’s benefits and how to discuss it with patients. This preparation helped build confidence among nurses and discharge teams to integrate affordability messaging seamlessly into their workflows.
“I don’t think you can over-communicate or over-educate,” Kalthoff said, emphasizing the importance of making sure staff knew exactly how to introduce the savings card so they could encourage its use effectively.
Patients were also educated during the discharge process to minimize confusion and boost engagement. Nurses explained that they would receive a text message with a digital savings card—reassuring them that it wasn’t spam but a direct part of their care at Methodist Healthcare.
Turning Data into Action
One of the most valuable aspects of CipherHealth’s program is the real-time visibility it provides into patient behavior and program usage.
By tracking top prescriptions, preferred pharmacies, and total patient savings, Methodist Healthcare gains a clear picture of trends. This data helps them refine their approach and focus on where support is needed most.
“I love this kind of high-level overview—to see just how much they’re saving per prescription, per patient, and how many unique patients have used this benefit,” Kalthoff said.
These insights have been instrumental in tracking patient engagement, identifying the medications with the biggest savings impact, and adapting strategies to better meet patient needs.
How Patients Are Benefiting Right Away
Since launching the program, Methodist Healthcare has seen remarkable success:
- $50-$60 average savings per prescription
- Over $120,000 in savings across 2,000 patients within the first two months
- Higher-than-expected utilization rates, confirming strong community need
- Positive patient feedback, reinforcing trust in the health system
The impact of the program has exceeded expectations. “It surprised me that it’s about $60 per prescription saved, which is really something,” Kalthoff said.
Expanding Access and Easing the Burden on Patients
Encouraged by these results, Methodist Healthcare is preparing for Phase 2 of the program, which will introduce personalized, location-based savings recommendations. This will allow patients to compare prescription costs across different pharmacies in their area, ensuring they can access the most affordable options available.
For hospitals and health systems considering similar programs, Kalthoff’s advise is simple:
“Do this. CipherHealth really shepherded us through any questions or concerns we had. They were so helpful in guiding us through this whole program.”
Kalthoff added, “I’m so happy that we were able to provide this to our patients. When it comes to serving our community, we know people out there are really struggling to make ends meet, even if they don’t tell you. If you have an opportunity to make life just a little bit easier for them, this is a wonderful way to do it.”
Helping patients afford their medications shouldn’t be a challenge. CipherHealth makes it easier for hospitals to remove cost barriers—get in touch to learn more.
