From our work with Northwestern Medicine, DuPage Medical Group, and Riverside Healthcare, we learned that COVID communication must start simple and early – build trust, educate patients, and reinforce your role as a credible partner. This proactive approach is designed to encourage acceptance and later, navigate patients through the vaccination process.
• Pre-vaccine warm-up education
• Ready to get the vaccine
• Follow-up for second dose
• Post vaccination follow-up check-in & symptom triage
Upfront Appointment Rebooking program delivers each patient a personalized experience that will allow them to easily rebook their appointment within your existing workflow at the appropriate site of care or virtual service, in less than 3 clicks. Our appointment rebooking program includes guidance on what precautionary safety measures you have in place for all of your in-person services (including emergency visits) to put your patients’ minds at ease.
Examples of appointments that can be rebooked:
• Annual Wellness Visits
• Elective surgeries
• Preventive screenings (i.e. colonoscopies)
• Routine appointments (i.e. physicals)
• Specialist visits
• And many more!
Automated, digital delivery of COVID-19 test result to patients along with information about what that means for the patient, why it is important to continue to practice social distancing, local information about shelter in place orders and navigation to other helpful system services.
• 69% engagement rate
• 53% of patients completed patient reported outcome symptom checker
• Saved over 5.5 FTE of clinician time per week
Daily or every other day checks with symptom survey to capture patient reported outcomes about patients’ condition and navigation to video visit, nurse call, e-visit or other clinical resource
• 45% engagement rate across all clients
Personalized education about symptoms, prevention, national emergency details and more. Navigation to community resources, surveys for who qualifies for a COVID-19 test, how to use e-visits, video visits nurse triage lines and more.
• 39% engagement rate
• 70% of those with medical concerns completed a virtual visit or e-visit
• 30% called a dedicated COVID-19 nurse triage line
Personalized education and navigation with specific information that needs to be distributed in real-time to employees about employee health resources, links for triage and assessment steps, symptom checks and more.
• 37% engagement rate
Personalized guidance and education specific to this population on everything from social distancing best practices to connecting and engaging in meaningful ways. Includes navigation to contact their facility’s caregivers and receive added assistance and support if necessary. Communication is delivered to both resident and family members or emergency contacts.
“It’s really important to create an engagement ecosystem for patients. We have to remove obstacles to patients getting the right information about coronavirus so they can make the best decisions for their health. We need to get the message out to all patients that they should call ahead before visiting one of our facilities.”
Vice President of Marketing and Communications for Riverside
“With Upfront, we can put that information at their fingertips. And as local instructions about sheltering in place and other recommended practices have changed, we have been able to update the information we are pushing out to employees and team members. Upfront understands the challenges our at-risk patients face.”
Vice President, PopHealthCare
"Thank you ALL for your hard dedicated work thru this!"
“Thank you for the very helpful information and thanks to all the staff...... please stay safe!!!!”