Outcomes

Real Conversations. Real Results.

We power meaningful conversations between healthcare organizations and their consumers. Successful conversations can mean the difference between members taking action to improve their health or ignoring your message completely. Better conversations aren’t just about how often you reach out. They depend on delivering the right message through highly engaging channels and properly managing responses.

Healthcare leaders recognize that mPulse Mobile’s Conversational AI solutions engage populations at scale, drive them to take action, and collect valuable data to improve the member experience and elevate satisfaction scores. Using an industry-leading combination of of technical capabilities, omnichannel engagement experience, and proven methodologies, we consistently deliver better outcomes for our customers.

Medication Adherence

Increased medication adherence for chronic condition Star Ratings

Customer

Pharmacy Benefits Manager

Population

212 employees with chronic conditions

Goals

Improve medication adherence for chronic condition medications.

Solution

mPulse Mobile delivered our Medication Adherence solution that sent refill reminders using the text channel.

Results

20% of patients that received text reminders refilled. Patients refilled an average of 4 days after the reminder.

20%
Medication Refills

Health Engagement

Driving healthy behaviors in a Medicaid population

Customer

Medicaid Plan

Population

A 12,000 Medicaid beneficiary population segment

Goals

Improve member engagement by delivering healthy tips and gamification experiences.

Solution

mPulse Mobile used our Health Plan Navigation solution to target member segments with age appropriate interactive text dialogues and challenges to promote healthy lifestyle habits.

Results

10% participation rate, with 33% of participants reporting they had completed the health challenge. Participation rates reached 28% for certain age segments.

33%
CHALLENGE COMPLETION RATE

Rx Refill

Increased medication adherence for chronic condition Star Ratings

Customer

Kaiser Permanente (serving over 11m on the West Coast)

Population

12,272 Medicare patients with chronic conditions who were past-due for one or more prescriptions for their chronic conditions

Goals

Increase Rx Refills for Medicare patients with chronic conditions who are non-adherent with their medication refills.

Solution

mPulse Mobile delivered our Medication Adherence solution that delivers an interactive refill dialogue to patients enabling them to refill directly through text messaging.

Results

The intervention population refill rate was 44% compared to 30% for the comparison group (p<0.001). Patients reported 94% satisfaction with the Medication Adherence solution.

94%
Patient Satisfaction

Patient Engagement

Boosting engagement for urgent care patients after visits

Customer

CityMD (the leading urgent care provider in the New York Metro Area)

Population

Urgent care patients who had received services from one of CityMD’s 100+ locations in New York, New Jersey, or Washington. In an 8-month period, over half a million text messages were sent.

Goals

Increase the level of engagement of their patients to ensure they get all the care they need.

Solution

CityMD incorporated mPulse’s Patient Access solution into their Aftercare operations. Messages dialogues were automatically triggered when specific follow-up services were needed.

Results

Texts accounted for 79% of weekly sign-ups compared to 21% from physician referrals, FaceBook ads and word of mouth.

60%
Response Rate

Care Navigation

Driving meaningful interaction for pre- and post-procedure patients

Customer

Docent Health (a leading healthcare experience company)

Population

Patient population of over 2,500, aged 16-85 years old, and organized across three of Docent’s service lines: maternity, cardiovascular, and orthopedics.

Goals

Communicate with patients at scale without losing a human touch, thereby improving overall engagement, satisfaction, and efficiency through meaningful and scalable dialogues.

Solutions

Docent incorporated mPulse’s Care Navigation solution to send patients interactive text touchpoints that supported Docent’s core workflows. The touchpoints covered post-discharge instructions and personalized invitations to health and wellness programs while managing patient expectations.

Results

Increase of over 27% in tracked patient interactions. Text-based interactions accounted for 37% of all tracked activities 4 months after deployment

27%
Increase in Tracked Patient Interactions
37%
Of Total Interactions via Text Channel

Patient Access

Increased use of mental health services

Customer

Online behavioral health therapy provider in Colorado

Population

A 400,000 Medicaid beneficiary population

Goals

Use the text channel to drive increased adoption of online mental health therapy and support services.

Solution

mPulse Mobile used our Patient Access solution to deliver interactive text dialogues that identified at-risk individuals and directed them to appropriate services.

Results

Texts accounted for 82% of weekly sign-ups compared to 18% from physician referrals, FaceBook ads and word of mouth.

82%
Weekly Signups by Channel

Member Navigation

Improved member utilization of health services

Customer

Medi-Cal Plan

Population

All new members

Goals

Improve new member navigation and increase knowledge and understanding of plan health services.

Solution

mPulse Mobile delivered our Health Plan Navigation solution that includes interactive text workflows that identify members that have low understanding of available plan services, and targeted these individuals with tailored, educational content over a period of 90 days.

Results

91% of members found that the text messages improved their overall knowledge of the plan’s services.

91%
Of Members

Emergency Department Deflection

Cost savings from reduced inappropriate Emergency Department use

Customer

Medicaid Plan

Population

All new members

Goals

Reduce Emergency Department (ED) use by educating patients about Nurse Helpline and Urgent Care services as alternatives to the Emergency Department.

Solution

mPulse Mobile delivered our Health Plan Navigation solution to educate members about available health services, and used text-in functionality to deliver on-demand informational resources.

Results

The number of members who reported they would visit the ED for a minor condition dropped from 11% to 4%.

11%
Before Text Program

Appointment Reminders

Increased revenue from reduced no-shows and increased slot fills

Customer

Large Integrated Delivery Network (East Coast)

Population

50,000 patients messaged

Goals

Reduce no-shows and improve the patient experience by delivering interactive appointment reminders.

Solution

mPulse Mobile delivered its Appointment Reminder solution to remind patients of their upcoming appointment, and provide the opportunity to reschedule if required.

Results

20% reduction in no-shows and improved patient satisfaction with 94% of patients reporting satisfaction with the program.

20%
No Show Reduction

Portal Adoption

Increased patient portal adoption for Meaningful Use targets

Customer

Large Integrated Delivery Network (West Coast)

Population

51,632 patients who had not signed up to a portal and had a mobile phone

Goals

Increase portal adoption amongst an ‘unengaged’ population that had not responded to standard portal adoption initiatives.

Solution

mPulse Mobile used our Patient Access solution to engage individuals about portal use and provide a link to sign-up.

Results

18% sign-up rate following text-outreach

18%
Portal Reduction

Health Supply Reorder

Improved reorder rates and consumer experience via two-way outreach

Customer

National home health supply firm

Population

Ostomy, urology, wound care, and incontinence patients in a consumer population of over 180,000

Goals

Increase customer interactivity and supply reorders on a patient-preferred channel

Solution

mPulse Mobile used our Order Refill solution that sent automated reorder text dialogues to consumers who were due to order new home health supplies

Results

5 percentage point improvement of reorder rates and an opt-out rate of under 2%

5pp
Reorder Rate Improvement

See What Clients Are Saying

“mPulse has been there for us, finding creative ways for us to reach consumers the way they want to be reached. We have been able to improve awareness and support around our wellness strategies through mPulse’s mobile messaging solutions.”

Neil Pierce, Strategic Consultant - Communications, Humana

“mPulse Mobile understands the unique challenges in improving engagement and medication adherence within different populations. Their intelligent, consumer-focused mobile strategies are helping us deliver differentiated value to our customers.”

Matthew Mertel, SVP of Marketing and Product Innovation, Magellan RX Management

“mPulse takes this complex and diverse mobile market and creates simplified solutions to engage consumers. mPulse knows how to engage consumers given the rapidly changing market today. The new healthcare focus really illustrates their combined expertise and shows that they are committed to our industry.”

Scott Jesse, Director of IT, Delta Dental

“The adoption of mobile communications by Medicaid plans is critical to engaging California’s low-income population, and mPulse Mobile has delivered on this promise to their customer base of more than 50 health care organizations. Health plans can now help newly enrolled Medicaid members better navigate the system with a tool they use everyday: texting.”

Jared Teo, Senior Program Officer, Health Innovation Fund

“Providing an exceptional experience includes engaging our patients in a way that is convenient and easy for them. In our first eight months of using mPulse Mobile solutions, we have seen a phenomenal 60% response rate with interactive text messages as compared to 10% with phone calls. We are able to more effectively and efficiently engage our patients and deliver on our service commitment.”

Ramu Kannan, Chief Information Officer, CityMD

“When consumers are active participants in their care, outcomes are better and costs are lower. DHIN creates value for its customers through leveraging technology to improve speed and quality of care, and mPulse Mobile is the ideal partner to assist us in more efficiently and effectively engaging consumers in their health. mPulse Mobile’s expertise and success in developing innovative solutions at the cross-section of healthcare and mobile qualifies them as a consummate partner.”

Randy Farmer, Chief Operating Officer, DHIN

“mPulse Mobile’s solutions are based on its deep understanding of the unique challenges health plans face in managing Medicaid and other vulnerable populations, and it’s demonstrated time and again its ability to design effective mobile engagement strategies.”

Nancy R. Wharfield, Associate Chief Medical Officer, Gold Coast Health Plan

“I’ve spent much of my career studying the ability of different interventions to drive advancements in population health management, and I’m excited about the possibility for mPulse Mobile to engage individuals in their health using tailored and interactive text messaging to improve outcomes and lower costs.”

Dr. Ateev Mehrotra, Professor Of Healthcare Policy And Medicine, Harvard

“Without a doubt, the collaboration between everyone at mPulse and Healogics provided the key to successfully implementing. Appointment reminders are just scratching the surface for the future innovation enabled through mPulse that we have on the road map for 2019.”

Michael Novotny, Product Manager, Healogics

“mPulse Mobile’s understanding of the Medicaid population and insight-driven mobile engagement solution has enabled us to connect and engage in a two-way dialog with our members, a conversation that’s led to improved knowledge of our services, generating better health outcomes.”

Susan Arcidiacono, Chief Marketing Officer, IEHP

“Access to quality mental healthcare while providing measurable outcomes to many underserved populations is the center of our mission to help eradicate mental illness. It’s an honor to be recognized for our efforts and the outcomes yielded from the engagement initiatives carried out in partnership with mPulse’s great team.”

Sheeba Ibidunni, Account Executive, Ieso Health

“We have enjoyed partnering with mPulse …Our diabetes solution is helping to make positive behavior changes in our patients, ultimately leading to healthier lives with lower risk of diabetic complications for our Kaiser Permanente members.”

Dr. William Woo, Assistant Chief, Family Medicine & Diabetes Champion, Kaiser Permanente Orange County

“We improved our no-show rate by 20%. We were thrilled! It was more than I expected. And we had 97% satisfaction rate.”

Hope Greig, Administrator For Patient Experience, Mayo Clinic

“RCS is the future of mobile messaging, and it will change the way businesses interact with their customers. We work tirelessly to bring innovative mobile solutions to the forefront, and we are thrilled that mPulse Mobile will be using our RCS offering to develop and deliver programs that help the healthcare industry build deeper, more personalized connections with consumers.”

Denisse Goldbarg, Global Chief Operating Officer, MGage

“Shield Healthcare is focused on delivering innovative, consumer-focused solutions to market. Partnering with mPulse Mobile to deploy an interactive, text message based reorder solution for our consumers has raised our level of service and improved customer satisfaction.”

Roger Miller, Chief Marketing Officer, Shield Healthcare

Watch These Client Outcomes

Learn how Delta Dental of Colorado activates members of its Child Health Plan Plus (CHP+) Program to increase preventative exams among at-risk low-income children.

Watch »

Learn what IEHP and California Health Care Foundation have to say about how text messaging helps them reach and activate hard-to-reach populations.

Watch »

Medtronic explains how mobile engagement technology improves the customer experience and reduces friction.

Watch »

Our Clients

Start Conversations.
Build Relationships.
Drive Outcomes.

It all starts with conversation. Our omnichannel solutions empower you to have conversations with your consumers through their preferred channel and with relevant content. Our behavioral data science team and Conversational AI platform give you the smarts and automation to intelligently tailor your conversations to build stronger, tighter relationships with all your members. Relationships are the key to activation and behavior change that drives positive outcomes.

It’s all about relationships.
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