How the Indiana-based health system increased digital completion rates by 56% among geriatric patients
Reid Health is a not-for-profit 271-bed regional referral medical center serving east central Indiana and west central Ohio. To enable patients to play a proactive role in their care journey, Reid Health has invested in modern technologies like intelligent automation to create intuitive digital experiences that drive engagement and empower patient autonomy.
Through intelligent automation, the health system is eliminating frustrating administrative experiences for consumers and staff, like paper forms, phone calls, and voicemails. Additionally, Reid Health has focused on using intelligent automation to increase patient engagement specifically with their Medicare cohort, which makes up more than 70% of their patient population.
“Notable’s configurable platform and iterative approach to implementation enabled us to launch a digital-first check-in experience in just four weeks. On the back end, we have extended the capacity of our human workforce to serve patients, without having to increase staffing – the 96% patient satisfaction rating speaks for itself.”
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reduction in geratric no show rates
Reid Health has focused on using intelligent automation to increase patient engagement specifically with their Medicare cohort, which makes up more than 70% of their patient population. Given the added layer of complexity and documentation for Medicare registrations, the health system saw a unique opportunity to streamline the antiquated process. The MSPQ form is one particular area of redundancy and frustration, yet required for Medicare patient registration.
If the form is not completed correctly, it can cause significant problems for revenue cycle staff and hinder patient access altogether. By presenting the MSPQ form digitally, before a patient arrives in the clinic, Reid Health is eliminating repetitive steps in the registration process. Furthermore, if the patient has previously filled out an MSPQ form, Notable will auto-populate the known information for the patient to review and confirm. This intelligent auto-fill capability has resulted in a 50% digital form completion rate among geriatric patients.
Today, 53% of Reid Health’s Medicare patients complete their MSPQ through Notable, in the comfort and privacy of their home. By digitizing and automating the MSPQ, Reid Health can eliminate subsequent Epic workqueues altogether. For example, by automating registration workflows, Reid Health has saved its registration and customer contact center staff 1600 hours that would otherwise be spent making phone calls or entering information into the EHR.
Reid Health deployed Notable at its geriatrics clinic first and, within the first week, reported a 38% digital completion rate among these patients. Two weeks later, after Notable adjusted engagement features to fit the patient population, engagement rates reached 56%. This engagement rate, which is significantly higher than the industry standard of 5-10%, can be attributed to Notable’s user-centered design, configurability, and low barrier to entry.