Case Study

DuPage Medical Group


 

 

Case Description

DMG responded appropriately to the COVID-19 outbreak by canceling about 42,000 appointments and elective surgeries in an effort to help minimize the spread of the virus.

Learn how DMG partnered with Upfront to deliver multichannel communication and culturally relevant information to engage patients to quickly and easily book appointments and procedures at the optimal site of care with just a few clicks.

 

Challenge

As DMG started developing their strategy to resume necessary appointments and elective procedures, they quickly realized that they needed a digital engagement approach and communication platform that addressed the patient and/or guardian of a pediatric patient with the specialty that needed to be rescheduled

 

Solution

Upfront executed a personalized omnichannel commnication approach that addressed the patient and/or guardian of a pediatric patient with the specialty that needed to be rescheduled. Recipients were guided to reschedule their appointment by logging on to MyChart. Upfront tailored the call to action to enable a 1-step log in to Mychart account. Motivational communication tactics were included such as transparency on safety measures to expect during their next visit.

 

Impact

DMG secured appointments that had previously been canceled allowing them to recapture revenue and efficiently route patients to schedule through a personalized, digital and very efficient pathway. The resultant time, resource and cost-savings supported workforce alignment on patient engagement initiatives.

4K+

Visits were scheduled

+30%

Overall engagement

+35%

Conversion rate

$600K+

In translated revenue

“We had an urgent need to quickly and digitally onboard patients to our services and Upfront was able to demonstrate results within a month."

Nick Martin, Chief Technology Officer

DuPage Medical Group

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