What You Should Know:
- Prisma Health, the largest non-profit healthcare provider in South Carolina, recently paired two leading technologies to deliver a more seamless, integrated digital experience for patients: Gozio Health’s location-aware mobile engagement platform, and the Artera patient communications platform.
- This integration builds on Prisma Health’s broader patient engagement strategy, enabling greater patient access and reducing patient fatigue by consolidating messaging into a single patient-facing app: Prisma Health Go. The results: 10x increase in app downloads, from 40 to up to 400 downloads per day, helping Prisma Health reach substantially more patients.
Improving the Digital Health Landscape for Patients
Thanks to the 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 helpful features:
- The patient can launch Gozio’s patented wayfinding for navigation from their home to parking to the point of care, which is helpful when navigating a large campus like Prisma Health’s. This reduces patients calling Prisma staff to ask for directions, helps patients arrive on-time for appointments and removes the added stress that can occur when trying to find a new office for the first time.
- 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: Patients can find care, including urgent cares and emergency departments closest to the user’s location, along with urgent care wait times and the ability to book appointments.
“Our priority is to simplify the patient and consumer experience accessing our services,” said Rich Rogers, SVP and CIO at Prisma Health. “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.”
Prisma Health has incorporated Gozio as part of its comprehensive patient engagement strategy and collaboration with Artera. The partnership involves the implementation of various Artera solutions, such as referral communication, conversational messaging, and the Call-to-Text feature, enabling patients to shift seamlessly from being on hold to texting directly with staff. Prisma, being a data-driven healthcare organization, employs Artera analytics to ensure improvements in staff efficiency, patient engagement, and overall organizational performance.
The outcomes achieved by Prisma Health include an estimated $8 million in cost savings due to a reduction in no-shows, a 33 percent decrease in the no-show rate within one year, successful resolution of over 2,300 inbound phone calls through asynchronous text conversations in the first four months, and an average response time of less than one minute for 33 percent of patients in Call-to-Text conversations. Additionally, the organization managed to eliminate over 1,000 backlogged specialty referrals in less than two weeks.
Since the launch of the Artera/Gozio integration, Prisma Health has seen notable results, including more than 74,000 mobile app users, with an increase of 5,000 users per month. There has been a significant 71 percent rise in the rate of patients who return to use the app more than once.