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Case Study
Client: LL Southwest Health System

Achieve Significant Time Savings for Staff and Increase Patient Satisfaction using CipherConnect

How an IDN doubled intake completion and achieved >90% patient satisfaction

Providers face increasing challenges to deliver exceptional patient experience in the face of workforce shortages. Nearly 70% of patients demand more convenient virtual replacements for physical waiting rooms1. This presents new opportunities to automate a contactless prep experience leading up to an appointment. Yet, providers struggle to balance standardization with diverse clinic and visit needs.

CipherConnect delivers a conversational engagement experience that guides patients step by step through intake form completion and virtual waiting room capabilities, providing data and actionable insights that follow them at every step along their care journey. CipherConnect truly closes the communication loop with a scalable, intuitive digital front door experience to keep patients in-network, increase patient satisfaction, save staff time and drive revenue.

Background

An integrated delivery network in the Southwest with over 1K+ primary, specialty, and urgent care locations launched one of the largest deployments of automated conversational engagement in the country. The solution powers 4.5M mobile conversations per year, coordinating appointment reminders, intake forms, and patient consent ahead of visits. Pre-visit intake completion as a result of the solution has doubled since launch, saving thousands of Access FTE hours.

Challenge

The IDN was experiencing unacceptable rates of appointment no-shows and burdening its staff with an increasing volume of administrative tasks to try to stay on top of patient outreach.

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Goal

They needed a solution that would enable them to automate many of the routine, repetitive tasks that staff typically complete manually, while delivering a personalized, conversational experience for patients.

Solution

Patients expect seamless and intuitive communications with their healthcare providers starting from the beginning of their interactions. They want to be known and have their care needs and preferences accounted for — and have no problem switching providers for more consumer-like experiences2.

CipherConnect brings together patients and care providers by interconnecting conversational data captured in real-time through our web-based chat with clinical data, giving providers a 360-degree view of all patient interactions. It upgrades the patient experience by meeting them where they are, on their mobile devices, enabling a digital conversation through natural language and HIPAA compliant messaging.

For staff, CipherConnect saves time by automating robotic tasks so they can be more productive, and scales for any size organization including large health systems.

1. YouGov. The End of the Waiting Room? Survey. 2021

2. https://patientengagementhit.com/news/poor-digital-health-experience-may-push-patients-to-change-docs

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