Hartford HealthCare Selects Upfront as its Associate in Reworking the Affected person Expertise


CHICAGO–()–Hartford HealthCare (HHC) will leverage Upfront Healthcare’s affected person engagement and communication platform to additional their aim of remodeling the digital affected person expertise enterprise-wide, constructing on the success with Upfront for COVID-19 vaccine coordination.

Upfront delivers dynamic, digital care navigation to enhance affected person expertise, enhance needed visits, scale back no-shows and enhance inhabitants well being efficiency. Its versatile omnichannel communication capabilities, mixed with personalised affected person content material and calls-to-action, remove frequent limitations to affected person engagement and allow Upfront to assist a virtually limitless variety of use circumstances and ship a world-class affected person expertise, whereas driving a major return on funding for the well being system.

Hartford HealthCare is Connecticut’s solely really built-in healthcare system. With 33,000 colleagues and a medical employees of 4,000 suppliers, the system affords the total continuum of care with seven acute-care hospitals, the state’s longest-running air-ambulance service, behavioral well being and rehabilitation providers, a doctor group and medical integration group, skilled-nursing and residential well being providers, and a complete vary of providers for seniors, together with senior-living amenities and CarePartners of Connecticut, the system’s Medicare Benefit plan. All informed, HHC serves greater than 185 cities in Connecticut and past.

“The chance in partnering with a singular group like Upfront is not only to catch as much as the altering setting, however to leapfrog it and lead the supplier section in addressing the rising consumerization of healthcare,” mentioned Dr. Barry Stein, Vice President and Chief Scientific Innovation Officer at HHC. “We now have to satisfy sufferers the place they’re and supply as easy a journey as doable, digitally guiding them to the providers that they want. On this sense, Upfront will play a vital function in serving to us reinvent the affected person expertise.”

Digital communication delivered by way of personalised touchdown pages (microsites) embedded in textual content or e mail messages, in addition to by IVR, will assist vital affected person initiatives and several other key organizational goals, together with:

  • Encourage sufferers to return for very important preventive care, comparable to annual wellness visits, mammograms and colonoscopies
  • Enhance treatment adherence to advertise the well being of sufferers with persistent illness
  • Improve entry to take care of the underserved and people too usually left exterior the healthcare system
  • Enhance go to adherence and allow real-time rescheduling of visits as wanted to drive down cancellations and late no reveals
  • Allow real-time schooling concerning the objective for and scheduling of referrals to avert affected person confusion or apathy and remove ineffective, costly outbound calls
  • Enroll sufferers in relevant applications with vital advantages, comparable to care coordination or suicide prevention applications
  • Obtain the group’s strategic goals by guaranteeing equitable communication and recall for sufferers to finish needed care, maximize high quality measure efficiency for CarePartners and impression Star Scores

Success in attaining these goals shall be pushed by HHC incorporating a number of Upfront answer units together with Obligatory Care Completion, with a concentrate on care gaps, annual wellness visits and medicine adherence, Go to Adherence with Embedded Rescheduling, to launch go to confirmations, go to reminders and post-visit surveys, and Enrollment and Optimization to drive consciousness and participation in HHC’s Medicare Benefit plan, in addition to their care coordination and transitions of care applications.

Collectively, these answer units will rework affected person expertise by way of digital communication and frictionless self-scheduling, additional differentiating HHC from native and regional rivals, serving to HHC entice and retain sufferers and driving larger adoption of HHC’s legacy digital investments.

Driving COVID-19 vaccine program success

The connection between the organizations kicked off each urgently and effectively in February, when HHC partnered with Upfront to coach customers about vaccines and finally ease the vaccination course of for them. Throughout this system’s first 60 days, 1.Four million sufferers, a lot of whom reside in hardship ZIP codes prioritized by Connecticut Gov. Ned Lamont, acquired custom-made microsites. These websites contained instructional content material relating to vaccination and one-click scheduling data, go to reminders, lacking second doses and post-vaccination signs. With 41 % of sufferers engaged with the personalised microsites, scheduling at the very least their first dose, the marketing campaign achieved an engagement price roughly 4 instances the trade benchmark. General, HHC contacted 39 % of Connecticut’s complete inhabitants with Upfront and vaccinated 16.three %, considerably contributing to the state’s top five ranking in share of inhabitants vaccinated.

Along with high-risk people, HHC and Upfront constructed on the connection established with totally vaccinated sufferers, guiding them by way of on-going communications to renew needed preventive care, comparable to most cancers screenings and wellness visits.

Via partnership with Upfront, HHC achieved extra equitable vaccine communication and distribution, a doubling of enrollment in HHC’s MyChartPLUS affected person portal and a 200 % enhance in utilization of ClearStep, a web based symptom checker.

“Upfront has not been a vendor to us, however a real accomplice,” mentioned Debra Hayes, VP and Chief Working Officer of HHC’s medical integration group, Built-in Care Companions. “Upfront understands us―our targets, our system and our challenges―and the outcomes we have now seen thus far have made a major impression on the well being and well-being of our neighborhood.”

“Hartford HealthCare’s imaginative and prescient for affected person expertise holds great promise for the folks of Connecticut,” mentioned Carrie Kozlowski, Upfront’s COO and co-founder. “We’re grateful for the chance to proceed collaborating with such a transformative group of leaders whose onerous work and singular focus continues to ship excellent outcomes at a velocity and scale unprecedented on this trade.”

About Upfront

Upfront’s Care Site visitors Management platform proactively reassures and directs sufferers to essentially the most related care choices inside the well being system. Utilizing superior analytics, personalised content material and strategic calls-to-action, Upfront aligns affected person care wants with well being system assets by way of a 1:1 digital expertise primarily based on deep healthcare operations and affected person engagement expertise. With Upfront, extra sufferers will guide and full needed care, use essentially the most applicable web site of care, enroll in care coordination providers, and efficiently navigate a care journey or transition. To be taught extra, go to UpfrontHealthcare.com.

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