Emergency Department Outcomes
The number of members who reported they would visit the ED for a minor condition dropped from 11% to 4%
Chronic Care Management Outcomes
Intervention population refill rate was 44% compared to 30% for the comparison group
Appointment Reminder Outcomes
20% reduction in no-shows and improved patient satisfaction with 94% of patients reporting satisfaction with the program

Client Outcomes

mPulse Mobile is committed to improving outcomes for consumers and healthcare organizations. Our client outcomes reveal how our mobile engagement solutions accomplish this mission. Ranging from programs like straight-forward appointment reminders to more complex programs such as chronic care management, mPulse Mobile’s solutions consistently deliver strong, positive results for organizations and consumers alike.

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.

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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.

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.

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RESULTS

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

WEEKLY SIGNUPS BY CHANNEL

RESPONSE RATES - TELEPHONE OUTREACH: 10%, mPULSE: 60%

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.

SOLUTION
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.

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RESULTS

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

WEEKLY SIGNUPS BY CHANNEL

INCREASE IN TRACKED PATIENT INTERACTIONS: 27% | % OF TOTAL INTERACTIONS VIA TEXT CHANNEL: 37%

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.

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RESULTS

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

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.

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RESULTS

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

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.

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

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.

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

CHALLENGE COMPLETION RATE

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.

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RESULTS

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

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

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.

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