text: Prisma Health, a leading nonprofit healthcare provider in South Carolina, has taken significant steps to streamline and enhance the patient experience through the integration of digital technologies. The healthcare system collaborated with digital health companies Artera and Gozio Health to consolidate patient-facing technologies into one comprehensive app. This integration combines Gozio Health’s wayfinding and location-aware mobile engagement platform with Artera’s patient communications solution.
  With the unified app, patients can conveniently book appointments and access directions to healthcare facilities, eliminating the need to use multiple platforms or make phone calls. The technology also centralizes all patient communication in one channel, simplifying the process for both patients and healthcare providers.
  Rich Rogers, Senior Vice President and Chief Information Officer at Prisma Health, emphasized the goal of improving patient and consumer experiences by leveraging smartphone capabilities. The investments made by Prisma Health aim to enable patients to complete routine tasks, receive test results, schedule appointments, and find suitable healthcare providers through their smartphones. By creating efficiency and enhancing accessibility, Prisma Health aims to simplify the navigation of their complex healthcare system.
  Prisma Health’s integration of Artera and Gozio Health’s technologies has yielded impressive results within a short span of six months. The number of downloads for the Prisma Health Go app has increased tenfold from 40 to up to 400 downloads per day. As a result, Prisma Health currently boasts more than 74,000 mobile app users, with approximately 5,000 new users joining each month. The app’s user retention rate has also increased by 71%, indicating the high level of patient satisfaction.
  The integration of digital technologies has not only enhanced patient experience but has also delivered operational and financial benefits for Prisma Health. The no-show rate has reduced by 33% in just one year, resulting in an estimated $8 million in cost savings. Additionally, Prisma Health successfully transitioned over 2,300 inbound phone calls to asynchronous text conversations and cleared more than 1,000 backlogged specialty referrals in less than two weeks.
  Prisma Health plans to further expand its digital patient experience capabilities, aiming to provide patients with a comprehensive range of options through technology. Patients will be able to find healthcare providers in their area, book appointments, access urgent care wait times, and even receive notifications for earlier appointment openings, contributing to the effective management of Prisma Health’s resources and the overall quality of patient care.
  Q: What digital technologies has Prisma Health integrated?
  A: Prisma Health has integrated the patient communications solution from Artera and the wayfinding and location-aware mobile engagement platform from Gozio Health.
  Q: What are the benefits of the unified app for patients?
  A: The unified app allows patients to conveniently book appointments, access directions to healthcare facilities, and centralizes all patient communication in one channel.
  Q: How has the integration of digital technologies benefited Prisma Health?
  A: The integration has resulted in a tenfold increase in app downloads, a reduced no-show rate, cost savings of approximately $8 million, and the successful transition of inbound phone calls to asynchronous text conversations.
  Q: What are Prisma Health’s future plans for digital patient experience?
  A: Prisma Health plans to expand its capabilities to include finding healthcare providers, booking appointments, accessing urgent care wait times, and receiving notifications for earlier appointment openings.
  1. Wayfinding: Refers to the process of finding one’s way from one location to another, especially in unfamiliar or complex environments.
  2. Location-aware: Describes a technology or application that can determine the physical location of a device or user in real-time.
  3. Mobile engagement platform: A software solution or platform that enables mobile interactions and engagement between businesses or organizations and their customers or users.
  4. Routine tasks: Everyday or regular activities that are part of a person’s normal routine or schedule.
  5. User retention rate: A metric that measures the percentage of users who continue to use or engage with a product or service over a specific period of time.
  Suggested related links:
  – Prisma Health
  – Gozio Health