Improving Patient Preparedness for A Diagnostic Test

Industry

Cardiac | Diagnostic Test

Services

Strategy, lead acquisition, iCRM, content development, analytics

Challenge

Patients often arrive for their stress test unprepared, leading to cancellations or rescheduled appointments. How could we educate patients about the test, ensure they come prepared and increase satisfaction with the testing process?

Overview

Insight mining among patients, cardiologists and stress test technicians revealed that

  • Most canceled or rescheduled appointments are a result of patients being unaware of or forgetting that
    • Caffeine needs to be withheld (some not realizing what contains caffeine)
    • The test can take from 2 - 5 hours
    • There could be exercise and/or an IV drug used
  • Staff repeatedly communicates basic information to patients to ensure they prepare for their test
  • Better prepared patients seem to have an easier time test day and are more satisfied with their experience
Solution

A digital patient education program personified with “Max,” the Stress Test Coach (STC) that sends patients emails, texts, and a video to help inform them about

  • Different types of stress tests
  • What to expect and how to prepare
Results
  • Content engagement is 5-10 times higher than ENTRADA’s normative data

Insights

View All Insights