From mail to mobile: Modernizing outreach and reminders.

Case Study | Heartfelt Communication from A Cardiologist

From mail to mobile: Modernizing outreach and reminders.

About Dr. Jacobus de Villiers

Dr. Jacobus de Villiers’ interventional cardiology clinic is a single-provider practice that sees hundreds of patients, many of whom are new referrals or post-discharge patients. The clinic takes pride in providing a seamless, specialized experience for its patients. 🏥

  • EHR: ACCURO

  • Using ACM Alerts since 2018

  • Messages sent: 15,200+

  • Time returned to care: 2.9 years

The Challenge: Outdated and Inefficient Communication

The clinic’s original method for appointment reminders was physical mail. This process was both costly 💰 and inefficient due to the expense of printing, envelopes, and stamps, as well as the time it took to address everything. Letters would often get lost or be returned to the office up to a year after the appointment date.

The clinic implemented Cliniconex’s ACM Alerts in 2018. However, new problems arose, especially when the COVID-19 pandemic began. 😷 The large amount of information—about masking, symptoms, and other requirements—had to be included in the notifications, which resulted in messages being split across three separate text messages. This created frustration and confusion for patients and staff. 😡

Now, the majority of patients confirm through text, and I manually confirm only a few.

Tanya Kettner | MOA

The Solution: A Seamlessly Automated Reminder System

Through these changes, the clinic experienced significant and immediate benefits:

  •  Condensed Messaging: Lengthy, fragmented messages were condensed into a single, clear text.

  • A Touch of Personality: Emojis were used to clarify the messages while also making them feel more personal and less like “spam”. 

  • Text First: The primary notification method was switched from email to text messages, as they were seen as more “legit” and less likely to be spam.

The Impact: Missed Appointments to Maximized Efficiency 🎉

Through these changes, the clinic experienced significant and immediate benefits:

  • Improved Efficiency: The new single-message system led to a big jump in patient confirmation rates.

  • Freedom from Mail Worries: The clinic no longer has to worry about mail service disruptions, like Canada Post strikes.

  • Better Patient Experience: Patients receive a single, clear, concise text with all the information they need for their appointment.

  • Time Saved: The clinic saved time previously spent on manual tasks like printing and addressing physical reminders or making calls.