How “My Health Direct” Optimized Client Communication & Transformed Healthcare Scheduling

Case StudyProcess Automation

Apr. 11

Written By Tasbih Amin

FOCUS

Process Automation, Cloud-Based Communication Solutions

SOFTWARE IMPLEMENTED

Custom Workflow Engine, Azure Cloud Functions, Twilio API

TEAMS TRANSFORMED

Client Communication & Scheduling Team

INDUSTRY

Healthcare

Even in critical industries like healthcare, organizations can need help with inefficiencies that affect operational capabilities and the quality of care offered to patients. My Health Direct, a prominent player in the healthcare sector, faced significant challenges with an outdated, manual process for managing client appointments. This process strained resources and limited the company's ability to provide flexible and efficient care scheduling options for its clients.

Problem: Inefficient Client Communication Processes

My Health Direct's manual approach to client communication needed to be improved. With over 5,000 clients needing regular notifications for appointments, the task of manually calling to confirm or reschedule appointments was not only time-consuming but prone to errors, leading to:

Increased operational inefficiencies
Decreased patient satisfaction due to rigid scheduling
Potential increase in no-show rates, affecting overall service delivery

The healthcare provider sought a solution to automate these processes, enhancing efficiency while maintaining a personal touch in client communications.

Solution: Custom Workflow Automation with Cloud-Based Integration

The answer lies in leveraging technology to streamline and automate appointment notifications. A custom workflow engine was developed, designed to:

Allow campaign managers to craft tailored messaging for clients.
Integrate with Twilio's APIs for automated call initiation.
Utilize custom cloud functions to manage the call flow, allowing clients to confirm or reschedule appointments seamlessly.
Implement an orchestrator server to ensure the automation adheres to business rules and logic, providing a personalized experience for each client.

“We saw a 45% increase in call feedback, indicating a higher level of engagement and response from the contracted clients.”

Implementation Steps

The project team embarked on a journey of discovery to pinpoint the core issues and explore viable technological solutions. Adopting an agile methodology, the team iteratively developed and refined the frontend and backend systems, culminating in a robust solution that could handle thousands of calls automatically, significantly reducing the manual workload.

Challenges Faced During Implementation

During the rollout of our custom workflow engine, we encountered an unexpected challenge: our API's call rate exceeded Twilio's handling capacity. This bottleneck forced us to rethink our strategy for interfacing with Twilio's systems. The solution? A collaborative effort with Twilio to introduce customized batch processing capabilities to meet our high-volume needs. This adaptation resolved the immediate issue and paved the way for more efficient processes, both for us and potentially for other Twilio users facing similar challenges.

Results: Transformative Efficiency and Client Engagement

Quantitative Impact

Increased Call Feedback: By optimizing our calling process and introducing batch processing, we saw a 45% increase in call feedback, indicating a higher level of engagement and response from the contracted clients.
Enhanced Campaign Frequency: The improved efficiency allowed us to execute the calling campaign multiple times within two weeks, significantly increasing our reach and frequency of communication with clients.

Qualitative Impact

The innovative solution streamlined internal processes and markedly enhanced patient satisfaction. Our ability to conduct more calls more frequently and with higher feedback rates demonstrated our commitment to maintaining a high level of service and responsiveness to patient needs.

Analysis: A Leap Towards Future-Ready Healthcare Operations

The challenges encountered and overcome during this project highlighted the importance of flexibility and collaboration in technology-driven solutions. By working closely with Twilio to enhance their system's capacity for batch processing, we not only solved our immediate problem but also improved the service's overall functionality. This collaborative approach to problem-solving is a hallmark of future-ready operations, positioning My Health Direct as a leader in healthcare innovation.

Conclusion

My Health Direct's journey from manual processes to automated excellence is a testament to the power of technology in transforming healthcare operations. The project alleviated operational burdens and enhanced patient care, setting a new standard for efficiency and client engagement in the healthcare industry.