A case study involving 33,211 patients & 2,308 healthcare practitioners
A couple of years ago, Callzilla was approached by a company involved in treatments for specific diseases. They were hearing about a puzzling trend: patients suffering from a particular disease were missing follow up appointments at a higher than average rate, and taking themselves off prescribed medications at a much higher rate.
Only 16 in every 100 patients with the condition adhered to the disease management regime prescribed by their healthcare practitioners. What perceptions, needs, or thinking was driving that behavior?
Only 16 in every 100 patients with the condition adhered to the disease management regime prescribed by their healthcare practitioners.
Our client had a huge data gap. Beyond that, they had ineffective vehicles for self-reporting and recording details on healthcare practitioner and patient experiences.
They needed not only data, but also a thoughtfully designed system to put it in. A system that would support healthcare practitioners in their efforts to encourage patient persistence and adherence.
Immediately after agreeing with our client on a plan of action, we developed and implemented a Physician Dashboard system to track communications, appointments, and follow-ups. Next we dove into large-scale, multi-channel outreach. We enlisted 2,300 healthcare practitioners and communicated with 33,000 patients as part of a detailed, holistic program. Channels included phone, email, direct mail, and web-based communications to reach patients in the most effective way for them individually.
Within 60 days of roll out, patient adherence increased from 16 percent to 88 percent and patient drop-off rate decreased from 6 percent to 3 percent. The client calculated that they received $3.5 in value for every $1 they invested in Callzilla’s services.
Within 60 days of roll out, patient adherence increased from 16 percent to 88 percent.
There are background conditions that make these kinds of results possible. First is the Callzilla Quality System™. This proprietary quality management system proactively generates actionable insights to improve customer experience and client services. It empowers you with choices regarding refinements in messaging, processes, offers, policies, training and more.
The Callzilla Talent System™ is also integral. This proprietary talent acquisition and retention method yields 3-4x longer employee tenure than average contact centers. It’s effectiveness is evident our industry awards, which include CCW’s Best Manager Award and ICMI’s Top CustServ Agents list.
Then there’s the Callzilla Technology System™, the proprietary technology that intelligently routes and supports interactions ranging from voice, email, and chat to social interactions, texting, and other channels. All that data and infrastructure are protected in a Tier IV Data Center with direct backbone access to all of the world’s major carriers.
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About Callzilla
At Callzilla, ensuring high quality customer experiences comes first. Through work with over 100 top brands, our proprietary systems have helped our clients gain a competitive edge… and enabled us to win international recognition for consistent quality and results.
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