Introducing the New Text-in Directory Solution at The Heart House

At The Heart House, a premier provider of cardiovascular healthcare services in New Jersey, patient-centered care is not just a philosophy—it’s a commitment. Since launching the Personal Concierge messaging program in 2018, The Heart House has continually sought innovative ways to enhance patient experience and streamline healthcare delivery.  

Bridging Gaps with Innovation 

Enhancing the patient experience is a continuous journey. One notable challenge for The Heart House has been traditional Interactive Voice Response (IVR) systems. IVR technology allows patients to interact with a healthcare provider’s system via a telephone keypad or by speech recognition to access information. However, these systems, while crucial for call routing and self-service, often lead to patient frustration due to their complexity and inefficiency. Recognizing the need for a more streamlined approach, The Heart House partnered with GoMo Health to develop a new text-in directory solution.  

How It Works 

Patients simply text a specified keyword to a defined number and receive a responsive text message with a directory of options to choose from. Based on the patient’s selection, they are directed to the appropriate contact within the Provider’s system. The system can also connect patients to any of The Heart House locations in New Jersey and their associated offerings. This process minimizes wait and transfer times, as well as confusion.

The Benefits of Text-in Directory Solution 

• Reduced IVR Fatigue: By simplifying the menu options, patients experience less frustration, easier access and quicker service. 
• Enhanced Efficiency: Automated routing and the ability to have representatives call or text patients back streamlines operations. 
• Increased Accessibility: With the GoMo Chat aggregating functionality, the system enables patient access to any services available at the numerous Heart House locations throughout New Jersey.  

This seamless integration across different sites enhances patient convenience and ensures that everyone receives timely and efficient care. 

Looking Ahead 

As we continue to innovate and support our partners like The Heart House, GoMo Health remains dedicated to enhancing patient engagement and experiences across the healthcare sector. The text-in directory solution is a prime example of leveraging technology to make healthcare interactions more patient-friendly and efficient.