THE PROBLEM: Postop staff at a high-volume ASC struggled to get patients on the phone the day after surgery to check in on them. Staff were making on average 2.5 calls to each patient to ask the required postop questions regarding nausea, pain, and relative well-being. The typical call lasts about 6 minutes. Staff were also spending unproductive time leaving voicemail messages and most often recalling multiple times before finally getting the patient on the phone.

THE SOLUTION: The ASC implemented Dialog Health’s two-way real time text-messaging solution. They immediately automated the delivery of a “one-day postop” follow-up text survey that would replace the phone call if the patient responded positively to the questions. Dialog Health worked with the quality professionals at the ASC to design the questions to meet the requirements of recent Quality Assurance and Performance Improvement (QAPI) changes.

THE RESULTS: Over a four-month period from April to July 2015, 1,768 patients opted in for text reminder messages. 1,411 (80 percent) patients responded to the postop text questions. 1,301 (92 percent) patients responded “yes” to all of the questions and saved the cost of the time necessary to make postop phone calls. 101 (8 percent) patients responded “no” to at least one of the questions so the center called the patient. Overall, Dialog Health reduced postop calls by 92 percent.

“Given we average about 2.5 calls per patient during postop follow up, the 1,301 patients who responded ‘yes’ to the texts sent by Dialog Health saved my staff from having to make more than 3,250 calls which has substantially impacted our full-time employee (FTE) per case,” said Nelson Rue, administrator of Baptist Plaza Surgicare in Nashville, Tennessee. “From a post-anesthesia care unit (PACU) workflow standpoint, the productivity gains we have seen using Dialog Health have been significant and my nurses now concentrate on doing what we do best . . . care for our patients.”

THE CONCLUSION: Dialog Health’s two-way mobile messaging platform has proven to significantly improve staff workflow and productivity through its unique text survey capabilities.

Improving your profits is as simple as sending a text. Call or text today to learn more. Text: 615-429-4252 or email: brandon@dialoghealth.com.