TelASK Engage

The Challenge

In a perfect world healthcare providers would meet regularly with patients face to face or at least by telephone to remind them to take their meds, screen for symptoms, and motivate them to optimize health behavior. The fact is most organizations don’t have the staff, time or budget to engage with patients in that fashion.

The Solution

TelASK Engage uses interactive voice response (IVR), email, text messaging and mobile applications to engage with participants in healthcare programs, gather important information, provide motivational messaging and in some cases triage them to appropriate human resources for additional help. Engage projects are managed by the consulting and services group at TelASK; they are experts in multi-modal strategies. The Engage team is available to discuss your needs and help you put a plan of action in place that will achieve maximum reach and deliver the best possible communication experience for your clients.

How It Works

Interactive Voice Response (IVR)

It is difficult to beat the POT (plain old telephone) for its ability to reach people of all ages anytime and anywhere. This explains why interactive voice response (IVR) continues to be the principal mode of communication chosen by our clients. IVR describes a computer’s ability to interpret a caller’s natural speech or touch tone signals and respond with appropriate pre-recorded voice prompts. TelASK has developed proprietary “call establishment” algorithms that contribute to excellent response rates.

Text Messages / email / Mobile Apps

TelASK programs communicate with patients using whatever method or combination of methods they prefer. Emails and text messages can contain ephemeral links to secure web based surveys. Mobile applications can be programmed to interact with patients on a predetermined schedule.

Sample Screening Questions
Wellness Alert Dashboard

Web Portals

TelASK clients are provided 24 x 7 access to a dedicated web portal. Authorized personnel can log in to assess program status. With a few mouse clicks it is possible to verify how a single patient responded to a particular question or how a specified population is trending. A Contact Manager module displays a time stamped record of all call attempts made for each patient and details the outcome of each. Since all information gathered is stored in relational databases clients are able to define and generate reports in real time.

The Process

Whether your organization needs to reach out to a small cohort of high risk patients or conduct a complex survey of a million members The TelASK Engage Team can help. At the outset a preliminary meeting is held to learn about the goals and objectives of your program. The Engage Team summarizes the appropriate TelASK services and suggests how these can map over the program. Within a few days of the initial meeting a draft statement of work is provided for consideration. The statement of work sets out milestones that anticipate delivery of a detailed project specification within one week and launching of the program within 30 business days.

Partial List of Patient Populations Currently Supported

Congestive Heart Failure, Acute Coronary Syndrome, Diabetes, COPD, Various Cardiac Surgery, Wet Age Related Macular Degeneration, Tobacco Addiction, Immunization Soft Surveillance.

Algorithm Design / Reporting / Analytics

Suffice it to say that the transformation of clinical algorithms into “IVR speak” is an art. The TelASK Engage team has a thorough understanding of how patients prefer sharing health information. Algorithms are dynamic and conversations can be shaped using information learned in previous interactions. All information gathered in patient interactions is stored and available for managers to view in real time.

Partial List of Patient Populations Currently Supported

Congestive Heart Failure, Acute Coronary Syndrome, Diabetes, COPD, Various Cardiac Surgery, Wet Age Related Macular Degeneration, Tobacco Addiction, Immunization Soft Surveillance.

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