Product Integration Improves Patient Engagement for Prisma Health
Prisma Health, the largest nonprofit healthcare provider in South Carolina, has worked with two health IT vendors to deliver a more seamless, integrated digital experience for patients.
The integrated solution includes Gozio Health’s location-aware mobile engagement platform and the Artera patient communications platform. This consolidates messaging into a single patient-facing app: Prisma Health Go. Since launching, the health system has seen a ten-fold increase in app downloads, from 40 to up to 400 downloads per day, helping Prisma reach substantially more patients.
“Our priority is to simplify the patient and consumer experience accessing our services,” said Rich Rogers, senior vice president and CIO at Prisma Health, in a statement. “Bringing these two leading HIT vendors together has helped orchestrate a streamlined patient experience, ensuring our patients receive access to quality care in the most efficient, non-disruptive way possible.”
With the new integration, when a patient confirms their appointment from a text reminder, they can click a smartlink to download the Prisma Health Go app, built by Gozio. Once the app is downloaded, it provides several features:
• The patient can launch Gozio’s wayfinding for navigation from their home to parking to the point of care.
• Save and Go from the Mobile Calendar: Patients can also save the appointment to their mobile phone calendar with an embedded link. When clicked, the link opens the app and automatically provides wayfinding from home to parking to the point of care.
• Care Near You Map: Find care, including urgent care and emergency department closest to the user’s location, along with urgent care wait times and the ability to book appointments.
“For many patients going to the doctor is stressful enough, this integration reduces added stress patients can experience when navigating to a doctor’s office for the first time,” said Robin Gadd-Lane, M.S.N., R.N., manager, digital health & transformation systems at Prisma Health, in a statement. “We’ve heard firsthand from our patients that this has improved their experience by helping them navigate to the right location on time, and our staff are overjoyed with the reduction in call volume they’ve seen.”
The integration with Gozio is one piece of Prisma Health’s broader patient engagement strategy and partnership with Artera. Prisma also utilizes Artera’s referral communication, conversational messaging, Call-to-Text feature allowing patients to seamlessly transition from being on hold to texting directly with a staff member.
Since the integration, Prisma Health says it has seen:
• Estimated $8 million in cost savings as a result of decreasing no-shows
• 33 percent reduction in no-show rate in one year (6 to 4 percent)
• 2,300+ inbound phone calls moved to asynchronous text conversations and successfully resolved patient inquiry (within first four months of implementation)
• On average, 33 percent of patients wait less than 1 minute to get a response to their inquiry via Call-to-Text conversation
• Eliminated 1,000+ backlogged specialty referrals in less than two weeks
Results from the Artera/Gozio integration, since launch:
• 74,000+ mobile app users (and adding 5,000 per month)
• 71 percent increase in rate of patients who return to use the app more than once
