appointment time and a reminder to take their antibiotic an hour before the appointment. With COVID-19, and the need for pre-screening patients, a text message with a link to a COVID questionnaire has also been added. This has saved staff considerable time pre-screening patients by phone. The messaging is used in other ways as well. In the past, patients who completed various tests, where the results were normal, did not receive a call from The Heart House (patients with abnormal test results received a call). Now patients with normal results receive a text message indicating that there were no abnormalities. This has greatly reduced the number of calls coming into the practice for test results. All patients with a cell phone also receive a request to complete a survey the day after their appointment. The Heart House staff monitors the responses and follows up with any patient who expresses dissatisfaction. These text messages, surveys, and care pages are instrumental in engaging patients in their lived environments, connecting them to information, support, and provider dialogue on a consistent basis to help them feel empowered and valued.
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