Case Study

Riverside Health System


 

 

Case Description

The COVID-19 pandemic has hit the nation’s most vulnerable population hard. A large portion of that population are aging adults, living in senior and assisted living facilities. Riverside has a community known as LifeLong Health which consists of vulnerable patients that are in senior living or assisted living facilities.

Learn how Riverside partnered with Upront to provide real-time guidance to senior and assisted living residents along with their family members to navigate the complex and challenging environment driven by COVID-19.

Challenge

To help prevent the spread of COVID-19, reduce anxiety, and ultimately flatten the curve, Riverside Health System needed to rapidly engage 234 residents and 631 family members with personalized outreach via email and/or SMS. The challenge was to provide real-time guidance on COVID-19 symptoms, prevention, visitor restrictions, and tackle emotional health impact for families being separated from each other during state stay-at-home order.

 

Solution

With a combination of videos from the Riverside leadership team and proven COVID-19 communication tactics, Upfront executed personalized SMS and emails in a matter of days. Upfront bridged the gap between all of the Lifelong Health facilities and family members that were at home, enabling essential workers to take care of the residents.

 

Impact

Upfront delivered curated content and a personalized experience for senior and assisted living residents along with their family members to navigate the complex and challenging environment driven by COVID-19. Through this program, Upfront provided timely information and reassurance to those residents and family members who required hyper-focus and attention during this difficult time.

37%

Engagement rate

<1.5%

Opt-out rate overall

Residents were more likely to complete the desired action through email and family members were more likely to engage via SMS. Both of these indicators will drive future program design to support optimization.

“It’s really important to create an engagement ecosystem. Upfront removes obstacles to getting patients the right information at the right time."

Eileen Varnson, Vice President of Marketing and Communications

Riverside Health System

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