Improving patient experiences through targeted, personalized engagement
Rutgers Cancer Institute of New Jersey is New Jersey’s only National Cancer Institute (NCI)-designated Comprehensive Cancer Center, and is a part of Rutgers Health, the most comprehensive academic healthcare provider organization in New Jersey. CINJ targets cancer with precision medicine, immunotherapy, and clinical trials to provide advanced and comprehensive cancer care to adults and children.
In order to provide a more personalized patient experience and better comply with various requirements, GoMo Health and CINJ created the Concierge program for patients undergoing cancer treatment.
Cost of care
Call center volume
ED visits and readmissions
Clinical Joy in Practice
Evidence-based data collection
Number of patients managed
Overall improvement in patient care
Personalized Care with the Rutgers Cancer Institute of New Jersey Concierge Program
During the course of a patient’s cancer treatment journey, the Concierge program provides personalized guidance and resources for them and their caregivers.
The program features Care Messages, which are sent directly to the patients’ mobile device. There are two Care Message tracks:
Patients receive two messages per week containing lifestyle tips, insights, and supportive information about living with cancer and going through treatment. Periodically, patients are prompted to access additional information within the Care Companion™
How Are You Doing?
One day after beginning treatment, patients receive a Care Message, prompting them to take the How Are You Doing? survey, allowing patients to report on the personal, physical and emotional challenges they are experiencing. Subsequently, the patients will receive a weekly one-question Care Message asking how they are doing on a scale of 1-10. If their response is a 4 or higher, indicating distress, they are prompted to take the How Are You Doing? survey again.
The How Are You Doing? survey, an NCCN distress screening tool utilized by CINJ, is sent to each patient one day after their treatment begins and is also periodically re–sent to patients. Based on the patient’s responses to the survey, an escalation process may be executed. Escalations may notify CINJ nurse triage and social workers, prompt the patient to call CINJ, 911, or follow up with the patient the next day with an action message.
Patient Personal Page (Care Companion™)
Every time the patients complete the survey throughout their treatment process, they are directed to access their Personal Page, a library of content that is generated based on their responses, symptoms, and challenges indicated. Patients may access their page at any time.
Marketing and Promotion
Promotional material was generated and placed throughout Rutgers Cancer Institute of New Jersey to encourage enrollment and remind patients that care is just one text message away.
Materials created included:
- Posters for patient rooms
- Luggage tags which hang from IV poles
- Bi-fold brochure
The following behavioral and cognitive techniques were applied:
Reduction Technology / Persuading through simplifying.
Tailoring Technology / Persuasion through customization.
Nurturing Technology / Guided persuasion.
Suggestion Technology / Intervening at the right time.
Conditioning Technology / Reinforcing target behavior.