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53%
Reduced No-Show Rate
92%
Reduced Post-Op Calls
82%
Readmission Reduction
78%
Enrollment Response Rate
Hackensack Meridian - Mountainside Medical Center
PATIENT SUCCESS STORY: Preventing Readmission and Improving Post-Discharge Care
Client leverages Dialog Health’s texting technology for post-discharge communication to improve patient safety and outcomes as well as reduce readmissions.
1
Patient Success Story
0
Readmission
5 Star
Patient Satisfaction
THE CHALLENGE
The Patient - "Mary" was admitted to Hackensack Meridian Mountainside Medical Center (MMC) in New Jersey after suffering a stroke. She was discharged with a prescription for an anticoagulant medication.
The day after discharge, Mary received one of our automated post-discharge text messages through Dialog Health, our two-way texting technology. The message reminded Mary to take her anticoagulant medication as prescribed.
Dialog Health's two-way/conversational feature allowed Mary to reply to the SMS immediately. And texted that she had not filled the prescription due to its high cost — a common issue affecting millions of Americans — and that she was feeling lightheaded.
THE SOLUTION
By using Dialog Health's text messaging platform it allowed MMC to quickly identify and address the patient’s MMC team members contacted Mary to understand her situation better. They discovered she needed assistance with filling her prescription and required a new primary care physician (PCP). The team consulted with Mary's discharging physician, who recommended that Mary either fill the prescription or follow up with her PCP to change her medications.
The team provided Mary with a coupon for a free 30-day supply of the prescribed anticoagulant medication and scheduled a follow-up appointment with Hackensack Meridian Mountainside Medical Group
“We continued to reach her through Dialog Health messaging and supported her recovery at home.
Not only did we prevent an avoidable readmission, but we also used our digital technology platform to provide effective care transition post-discharge. This experience highlights the importance of patient-centered care and effective communication in optimizing patient outcomes and safety.”
-Shibani Gupta, OTR, CCM
Director of Neurosciences and Orthopaedic Services
Administration
THE RESULTS
Using the coupon, Mary filled her anticoagulant medication prescription and scheduled a timely PCP follow-up appointment. With Mary’s permission, the MMC team spoke with her daughter, "Susan," and included Susan in the text message communications to ensure better support for Mary's recovery at home.
Two common causes of hospital readmissions are non-adherence to medications and lack of PCP follow-up. Using Dialog Health, MMC helped Mary avoid these risks, likely preventing a readmission.
The HIPAA-compliant, two-way texting enabled MMC staff to provide effective and personalized post-discharge care transition support.
Also, the ability to leverage timely and conversational texting through Dialog Health allowed MMC to quickly identify and address the patient’s social determinants of health, such as economic constraints and healthcare access issues, ensuring a better patient outcome.
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