360 SMS Redefining Patient Support for Treatment Adherence in Healthcare Programs

Undeniably, the most challenging task for any business vertical is to ensure the best customer support and maximum customer satisfaction. No task is too complex to handle when you have the right communication solution, regardless of your business vertical. 

And this is what one of our elite healthcare clients witnessed in real life with the help of 360 SMS.

From patient support for treatment adherence to capturing feedback and data at scale, 360 SMS proved to be a game changer for a Healthcare client to achieve its goals faster.

In this blog, we will dive deeper into their case and understand how 360 SMS helped them to cater to their specific healthcare requirements. We will also discuss the impact they witnessed after implementing 360 SMS.

Healthcare Requirements 

The healthcare business relies on Maven Cloud for its patient support functions.

To streamline patient communication, they sought an automated solution for sending messages to treatment candidates during the initial two weeks of each treatment year.

Daily text reminders were essential for patient programs, requiring a dependable solution that could be easily scaled and scheduled based on different geographical locations.

Ensuring long-term adherence to treatment programs was a priority. Their intent was to ensure that patients in these programs didn’t miss a single dose of medication.

As treatment programs expanded to more countries, the volume of messages increased significantly, and they wanted to accommodate this new requirement of scalable Salesforce messaging, too. 

For effective and compliant communication, the healthcare group required user-friendly point-and-click configurations for personalization and template management.

Solution with 360 SMS for SMS in Salesforce

Treatment Reminders:

Ensuring every patient stays on track with their treatment journey was a priority for our healthcare client. The implementation of automated treatment reminders significantly contributed to this goal. 

These reminders were scheduled to be sent daily to patients enrolled in treatment programs, offering crucial information and simplifying the dosage confirmation. Tailored to each individual’s timezone, location, and language preferences, these reminders made adherence to the treatment plan a seamless experience.

Treatment Surveys:

As patients approached the end of their treatment, our healthcare client’s patient support team contacted patients to gather valuable feedback on the overall experience. This interaction serves as an opportunity for patients to connect with nursing staff for additional assistance if needed. 

The 360 SMS, Salesforce SMS solution, facilitates the scheduling and confirmation of nurse visits, ensuring a smooth transition from treatment to post-treatment care. It reflects their commitment to providing comprehensive support throughout every phase of the healthcare journey.

How We Crafted Dosage Reminder Journey

Step 1 – Holistic Treatment Overview:

Creating a detailed record of each day’s treatment plan was a pivotal move. It allowed for an exhaustive understanding of each customer’s journey, providing a consolidated view of vital treatment details. This step formed the foundation for the subsequent streamlined and personalized communication with SMS in Salesforce.

Step 2 – Automation for Scalable Reminders:

Efficiency was brought to the forefront by linking Template IDs for SMS in Salesforce and Email directly to treatment dates. This connection triggered personalized reminders seamlessly. Automating this process involved populating field values for templates automatically from scheduled records. Process Builder and Custom Apex Code played a vital role in ensuring timely and accurate message dispatch.

Step 3 – Maximizing Visibility with Multichannel Reach:

Recognizing the importance of timely reminders, they adopted a multichannel approach to reach customers through various platforms. SMS notifications played a pivotal role in quick and effective communication, ensuring that crucial information got in front of customers faster and minimizing the risk of oversight.

Step 4 – Personalized Confirmations and Keyword Processing:

Understanding the diverse needs and preferences of the audience, messages were customized based on geography, time zone, time period, and language. This personalized touch not only increased engagement but also contributed to a more meaningful patient experience. The incorporation of a keyword processing system was implemented to capture keyword replies, covering opt-outs, helpdesk responses, and appointment confirmations for nurse visits.

Step 5 – Elevating Treatment Success with Personalized Reminders:

Personalized reminders, strategically delivered to devices in proximity to patients, played a pivotal role in enhancing treatment commitment. This approach not only ensured that crucial information reached patients effectively but also fostered a sense of personalized care. The outcome was evident in the form of reduced lapses and, subsequently, elevated success rates in the treatment journey.

According to the National Library of Medicine, positivity has been shown by around 80–90% of patients towards receiving a reminder.

How We Crafted Survey Journey

Step 1 – Crafting Legally Compliant Survey Messages:

Our first step involves the creation and storage of survey messages in dedicated folders. This intentional setup allows legal teams to thoroughly review and approve these messages, ensuring they comply with all legal standards.

Step 2 – Measuring Treatment Success and Satisfaction:

The journey takes a turn toward measuring treatment success and patient satisfaction. Survey messages with the Salesforce SMS solution were strategically triggered after treatment, which became a valuable tool for capturing feedback, assessing treatment success, and understanding the overall patient experience.

Step 3 – Facilitating Post-treatment Check-ups:

Taking patient care to the next level, our journey introduces the capability to set up and reschedule nurse appointments seamlessly through SMS. This user-friendly approach enhances patient convenience and streamlines the scheduling process for nurses.

Step 4 – Securing Reliable Data Points:

Accurate outcomes are at the heart of our journey. Through meticulously curated treatment records, outcomes were captured that can serve as a foundation for generating insightful treatment analytics.

Step 5 – Enhancing Patient Closure and Confidence:

Our final step revolves around fostering a sense of closure for both patients and drug development teams. Integrating survey insights and treatment outcomes instilled confidence in the communicated results and ensured that both parties experienced a sense of resolution after the treatment journey.

Results:

• Reduction in Average Treatment Times:

They experienced a significant decrease in average treatment durations, streamlining patient journeys for more efficient and effective outcomes.

• 90X Faster Response for SMS than Email:

Transform your communication landscape with SMS, boasting responses at an astonishing 90 times the speed of traditional email channels.

• Increase in Long-term Treatment Adherence:

They witnessed a notable surge in patient commitment, resulting in a sustained adherence to prescribed regimens.

Conclusion

One of our renowned healthcare clients was looking for a reliable Salesforce SMS solution that could help streamline patient communication and scale to meet growing needs. They needed a dependable solution that could help redefine patient support for treatment adherence in the long term. 

For all the required concerns, they opted for 360 SMS, which was a game changer for their healthcare communications and helped them achieve desired goals and impact efficiently. Not only did the app help them to deliver quality patient support, but it also helped them to be compliant while messaging. Ready to craft a new success story for your business vertical with an advanced communication solution? Reach out to our experts at care@360smsapp.com or click here to contact us.