Proactive Automated Messaging Solution for Healthcare

Developing a Personalized, PHI-Compliant Patient Engagement Program to Improve the Well-Being of Members with Diabetes and Pre-Diabetes Conditions

The emphasis on preventative care and patient empowerment is growing day after day. For one of our clients, a major player in the US healthcare sector, this meant finding innovative ways to engage with patients diagnosed with, or at risk of developing, diabetes. They envisioned a solution that would go beyond traditional appointment reminders and medication prompts, offering a truly personalized and supportive experience. Read on to discover how Master of Code Global helped them realize this vision.

The Challenge:

How can we proactively support patients throughout their diabetes management journey, while ensuring strict adherence to PHI regulations and optimizing engagement?

Our client, a prominent US healthcare company, aimed to improve patient outcomes by providing timely, relevant information and support, tailored to individual needs and circumstances. This required a solution that could automate the delivery of educational content, facilitate medication and appointment management, and gather valuable patient feedback, all while respecting the sensitivity of Personal Health Information (PHI). Manual processes were no longer sustainable, and they needed a technological solution to improve, scale and automate their patient communication and engagement.

What We Created:

Master of Code Global engineered a comprehensive, automated messaging program, ensuring the security of sensitive health data.

The solution is not simply a chatbot but a proactive, multi-faceted digital assistant. It acts as a virtual partner for the healthcare provider, delivering an individualized experience to each member. At its core, the program is a 60-day journey, initiated upon patient opt-in via an initial SMS message. This very first interaction is crucial, obtaining explicit consent to comply with all regulations.

Once enrolled, patients receive a carefully curated sequence of outbound messages. They fall into several key categories:

Educational Content:

Scheduled at specific intervals, these messages provide valuable information about diabetes management, self-care strategies, and overall well-being. This content is standardized, providing a foundational level of knowledge for all participants.

Personalized Surveys:

Triggered by specific events or data points within the client’s systems (e.g., appointment scheduling, medication prescription), these interactive surveys gather crucial feedback. For example, patients may receive a reminder before a scheduled doctor’s visit, followed by a survey asking about their experience.

Medication Management Support:

When a patient is prescribed medication, the system triggers prompts to ensure they collect and understand their prescriptions.

Appointment Reminders and Follow-Ups:

The system proactively reminds patients of upcoming appointments and follows up to confirm attendance and gather feedback.

Beyond these scheduled messages, the system also incorporates a robust NLP (Natural Language Processing) engine with 120 pre-defined intents. This allows members to ask questions about diabetes and receive immediate, automated responses. If a question falls outside the defined intents, or if the patient prefers, seamless escalation to a live agent is provided, with custom routing to ensure the user connects with the most appropriate support specialist.

Critical to the system’s design is its rigorous adherence to PHI regulations. Patient authentication is mandatory upon enrollment, ensuring only authorized individuals access the program. A light authentication is also performed 30 days into the program to re-verify the user’s identity. All data handling is carefully managed, with the client retaining full control of sensitive information and only transmitting essential parameters (e.g., first name, phone number, first three letters of medication) to our system.

This proactive messaging program represents a significant step forward in tailored diabetes care. By combining technology with a patient-centric approach, Master of Code Global has helped the global healthcare provider deliver a truly impactful solution that empowers members to take control of their health.

Benefits of Our Solution

Enhanced Patient Engagement:

The proactive messaging program keeps members actively involved in their care journey, leading to improved adherence to treatment plans.

Improved Patient Outcomes:

Educational content and personalized support offer the best possible outcomes, fostering greater member empowerment.

Streamlined Communication:

Automated reminders and follow-ups reduce the burden on healthcare providers, freeing up time for more complex patient interactions.

PHI Compliance:

The system's robust security measures and strict adherence to data privacy regulations ensure the confidentiality of sensitive medical information.

Data-Driven Insights:

The interactive surveys provide valuable feedback, allowing the healthcare company to continuously improve its services.

Scalable Solution:

The automated nature of the program allows our client to reach a large number of patients efficiently.

Ongoing Program Optimization:

The solution is built for adaptability, with our team working to implement updates and optimizations based on performance.

Customized Routing:

Ensures members are provided with the needed help based on specific requests.

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