Project Description
Increasing appointment adherence while collecting valuable feedback and data
The Heart House is a multi-location cardiology practice that serves south Jersey and the greater Philadelphia area and is affiliated with five of the most prominent hospitals and health systems in the area. They sought creative ways to increase adherence to pre-appointment instructions and capture feedback on in-office visits. GoMo Health and The Heart House partnered to create a simplified electronic user experience that satisfies electronic patient reported outcomes (ePRO) measurement requirements.
| CLIENT OVERVIEW | |
|---|---|
| Website | The Heart House |
| GoMo Health Solutions | Personal Concierge™ |
Our Goals
- Improve care coordination for patients with systolic and diastolic heart failure.
Increase compliance with patient self-care in a remote setting.
Reduce ER visits and readmissions.
Optimize prescription adherence and timely fulfillment.
Improve patient preparedness and adherence to appointments scheduled.
- Develop patient satisfaction measurement tool to satisfy ePRO measurement requirements.
Personal Concierge Program
In January 2019, The Heart House and GoMo Health launched The Heart House Personal Concierge, a Personal Concierge program for patients with systolic and diastolic heart failure, including co-morbidities of diabetes, renal failure, and smoking. The overall goal of the program is to improve on their patients’ condition, improving in key areas of weight, wellbeing, and optimism about their future quality of life.
Enrollment
Patients at The Heart House are enrolled into the program when discharged from the hospital, in treatment for a condition, or prior to scheduled surgery. Using an enrollment form, baseline information is collected to best tailor messaging to fit individual patient needs. If patients identify on the enrollment form that they have diabetes, renal failure, or are a smoker, they are sorted into specific messaging tracks that are customized to their condition.
Care Messages™
Depending on the condition of the patient, they will receive up to 9 messages per week, depending on their diagnosis. Care Messages sent to users include both one-way push messages and action messages which require a response from the patient.
Care Companion™
The Heart House Concierge Companion is designed to provide patients with educational information, support, and assistance by integrating American Heart Association digital content. Care Companion resources are divided into different sections and are personalized to address each user’s individual needs.
Program content includes
Medication management
Clinical management
Quality of life messages
Device management
Peer stories
Health literacy
Appointment reminders and COVID-19 screening
The Heart House uses Personal Concierge to improve patient preparedness for appointments, increase the rate of completed appointments, and screen for potential exposure to COVID-19. All scheduled patients receive a message to confirm their appointment in the days leading up to it. To confirm, patients complete a quick survey to screen for symptoms, check for recent travel to certain states, and identify other potential sources of exposure, and they may be asked to reschedule their appointment if necessary.
Appointment reminders are also sent to patients scheduled for stress tests, reminding them to avoid caffeine on the day of their appointment. The message is timed strategically to be received at the time of day when they are most likely to consume caffeine.
Improving patient experiences through feedback and surveys
GoMo Health designed a solution for The Heart House to gather patient feedback via a patient satisfaction survey. Patients can access the survey by texting the keyword to a shortcode. After they have completed the survey, they are entered to win an Amazon Alexa Dot. Based on the survey results, The Heart House will identify areas to improve in order to boost patient satisfaction.
In order to generate awareness for the survey, GoMo Health created a flyer which is shared with patients when they are in the office for their appointment. Additionally, the survey is promoted on the visit summary report that each patient receives at the end of their visit.
Testimonials & Results
“Keep up the excellent work you are doing while maintaining the guidelines and social distancing during this pandemic!”
“The Heart House Cardiac Concierge digital therapeutic is engaging almost 1,000 of our heart failure patients in their lived environments, guiding and helping them adjust their daily lives and cope with behavioral issues. One of the aspects of the GoMo Health program that is most helpful in offloading our nurses and case management team is its ability monitor patient response to simple triage questions related to non-adherence to medication, swelling of extremities and progressive weight gain. Feedback that we merit as needing clinical intervention is then escalated to our nurse triage team enabling them to deliver more proactive and high impact care to avoid unnecessary emergency visits or readmissions.”
“LOVE the text test results. Hope I also get other results in a similar fashion”
“I really appreciate all the e-mails I’ve received from you guys. In these difficult and scary times it feels good to know someone is aware of your situation. Thank you all so much!”
“I love that you are texting me changes in taking [my medication]. Better than phone calls since I have a record of the changes.”
Hospital readmission rate reduced from 22% to 9%.
Electronic patient reported medication adherence at 98%
Increased wellness appointment attendance by 10%
LEARN MORE
Download our white paper created in collaboration with The Heart House, detailing their Cardiac Concierge Care Program and BehavioralRx®, the science used to implement it. Learn how the program measured a 98% medication adherence rate (versus 40-50% for the national average) and a 43% decrease in tobacco use following program enrollment.
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