PatientEXP Start Here

Customer stories

Better guidance. Meaningful action. Measurable value.

A recovery question answered at the right moment. A procedure finally scheduled. A patient connected to the care team after discharge. See how hospitals put PatientEXP to work.

From problem to impact

Healthcare outcomes that matter.

See the reported impact, the healthcare challenge, and the communication that helped address it.

Children’s hospital

Better recovery support after tonsillectomy

Caregiver-reported benefitTimely reassurance

Guidance before a worried parent calls

Quality & patient experience

Prepare families for pain that can peak around days 5–7, with clear instructions for when to contact the care team.

Operational & financial value

Reduce avoidable clarification calls and support recovery at home. The supplied caregiver feedback describes one call avoided.

The challenge

After a tonsillectomy, families can be surprised when pain worsens several days after surgery. Throat and ear pain, hydration questions, and uncertainty about what is normal can trigger anxious calls or unplanned visits.

The PatientEXP solution

PatientEXP delivered timed recovery texts and links to approved education and videos. The messages reinforced the care team’s pain-management and hydration instructions, set expectations for pain that can peak around days 5–7, and explained when and how to ask for help.

  1. At dischargeReinforce the recovery plan
  2. During recoveryAnticipate pain and common questions
  3. When help is neededMake the care-team route clear

What changed

Guidance arrived when families needed it. One caregiver described receiving an ear-pain message just before making a call, providing a concrete example of reassurance that can prevent an avoidable clarification call. The broader education initiative also reported fewer unplanned return visits; the effect of messaging alone was not isolated.

Caregiver feedback supports usefulness and timing. A total reduction in parent calls has not been measured in the materials reviewed.

Explore recovery support

Large hospital

Reduction in CHF readmissions

Reported client result50%

Reported reduction in 30-day CHF readmissions

Quality & patient experience

Support care-plan adherence after discharge and connect patients needing attention with a care manager.

Operational & financial value

Fewer returns can reduce avoidable utilization and release care-team capacity. Financial benefit depends on payment arrangements.

The challenge

Patients managing congestive heart failure (CHF) need support after leaving the hospital. Manual follow-up makes it difficult for staff to consistently reach patients and recognize who needs more attention.

The PatientEXP solution

The hospital used interactive, automated follow-up to support its post-discharge monitoring and care-plan adherence. Patient responses could prompt human follow-up, helping the team focus attention where it was needed.

  1. DischargeBegin the follow-up pathway
  2. Patient check-inCollect responses and support adherence
  3. Care-team follow-upBring people in when needed

What changed

PatientEXP’s published client example reports a 50% relative reduction in 30-day CHF readmissions. The business case connects more consistent follow-up with fewer returns to the hospital and better use of care-team capacity.

Historical client-reported outcome, not a guaranteed result. The public summary does not provide cohort size or measurement dates. Avoided hospital costs are not automatically hospital cash savings.

Model readmission value

Children’s hospital · Gastroenterology

Improved access to procedure scheduling

Reported operational benefitMore responses

Text replies and phone calls prompted by outreach

Quality & patient experience

Give families a convenient route to the scheduling team when a procedure is ready to book.

Operational & financial value

Move open orders toward completed care and protect procedure capacity. Track completed procedures and contribution margin.

The challenge

Families with procedure orders were not always responding to outbound scheduling calls. Open orders required repeated outreach while available procedure capacity could go unused.

The PatientEXP solution

PatientEXP initiated a text conversation so families could reply directly or call the scheduling team. A scheduler then handled the conversation and next steps. The client expanded the workflow beyond its first scheduler after the initial experience.

  1. Ready orderIdentify the scheduling opportunity
  2. Reply or callConnect with a scheduler
  3. Completed procedureMeasure the final conversion

What changed

The pilot generated text responses and additional phone calls prompted by the outreach. It created another route to scheduling without relying on repeated unanswered calls. Financial value depends on how many of those conversations become additional completed procedures.

Reported engagement and expansion of the workflow. Completed-procedure lift, staff hours, and incremental revenue were not established in the source material.

Model scheduling value

Mid-sized urban hospital · Radiology

Reduction in radiology no-shows

Reported client result50%

Reported reduction in missed imaging appointments

Quality & patient experience

Help patients arrive prepared with examination instructions and clear directions.

Operational & financial value

Protect scanner utilization and productive appointment capacity. Value depends on additional completed exams and their contribution margin.

The challenge

Basic reminders did not address the practical reasons patients missed imaging appointments: uncertainty about preparation, where to go, and how to arrive ready for the examination.

The PatientEXP solution

The hospital used a tailored sequence: a reminder seven days before the visit, modality-specific preparation two days before, and maps or parking guidance one day before. Information followed the patient’s appointment timeline.

  1. 7 days beforeAppointment reminder
  2. 2 days beforeModality-specific preparation
  3. 1 day beforeDirections and parking guidance

What changed

PatientEXP’s published example reports a 50% reduction in radiology no-shows. The underlying historical case describes variation by modality. More completed examinations can protect access and productive capacity when they represent genuinely additional visits.

Historical client-reported result; performance varied by modality. Local appointment volume, backfill, and contribution margin determine financial value.

Model appointment value

Children’s hospital · Provider network

Enhanced online ratings and reviews

Reported reputation benefitStronger reputation

More review activity and improved rating performance

Quality & patient experience

Make it easier for families to share recent experiences with prospective patients.

Operational & financial value

Build a stronger reputation through the existing post-visit message. Attribute resulting visits before counting revenue.

The challenge

The organization wanted more patients and families to share their experiences online without creating a separate outreach campaign or another task for practice staff.

The PatientEXP solution

A review invitation was added to an existing post-visit “goodbye” message. Patients could follow the review link as part of a communication they were already receiving.

  1. Visit completedTrigger the existing follow-up
  2. Review invitationOffer a simple feedback route
  3. Public feedbackMeasure participation and profile activity

What changed

The client reported increased review activity and its strongest monthly average rating of the preceding year in a participating market. The invitation used an existing follow-up message, creating a reputation-building opportunity without a separate outreach stream.

Reported early review and rating performance. No causal increase in new-patient visits, revenue, or clinical quality is established.

Explore brand and reputation

Large health system · Urgent-care network

Increased use of appropriate urgent care

Reported client result25%

Reported increase in urgent-care visits versus ED visits

Quality & patient experience

Help patients recognize nearby options for future lower-acuity care.

Operational & financial value

Support appropriate care-setting use and service-line access. Do not treat this as a 25% reduction in ED visits or a measured cost saving.

The challenge

A health system with newly acquired urgent-care locations wanted patients to know where lower-acuity care was available in their neighborhood.

The PatientEXP solution

PatientEXP targeted frequent, lower-acuity ED visitors with information about local urgent-care options.

  1. Identify the audiencePatients who could benefit from care-setting information
  2. Explain local optionsMake nearby urgent care easier to find
  3. Measure utilizationCompare subsequent urgent-care and ED use

What changed

The current PatientEXP website reports a 25% increase in urgent-care visits versus ED visits. The case demonstrates a shift toward an alternative setting for appropriate care.

Historical client-reported result. The public page does not define the comparison denominator or measurement dates. This is distinct from the older pediatric study of subsequent urgent-care likelihood.

Explore access and navigation

Health system

Increased patient portal activation

Reported client result30%

Of portal activations attributed to PatientEXP outreach

Quality & patient experience

Help patients connect to digital tools for accessing information and participating in their care.

Operational & financial value

Improve the reach of an existing digital-care investment. Activation share is not an increase in activation rate or a revenue measure.

The challenge

The health system wanted more patients to activate their portal accounts and connect with its digital services.

The PatientEXP solution

PatientEXP sent a portal invitation just after a visit, when the information was relevant and patients had a clear reason to take the next step.

  1. Visit completedUse a relevant moment
  2. Invitation sentProvide the portal activation route
  3. Account activatedMeasure completed activation

What changed

The published customer example attributes 30% of portal activations to PatientEXP. The result shows how a well-timed invitation can contribute to adoption.

Historical client-reported attribution share. Not a 30% increase in activation rate; the public summary does not specify its measurement period.

Explore patient engagement

Health system

Streamline Registration

Reported operational benefitStaff time saved

Qualitative benefit reported by the client

Quality & patient experience

Help patients complete registration steps before the visit.

Operational & financial value

Reduce repetitive outreach and create more usable staff capacity. Measure hours released separately from avoided expense.

The challenge

Pre-registration created recurring communication work for staff and another set of tasks for patients to manage before a visit.

The PatientEXP solution

The client incorporated PatientEXP messages and reminders into the pre-registration workflow, giving patients a prompt to complete their next step before arriving.

  1. Upcoming visitIdentify preparation needs
  2. Patient reminderPrompt the next registration step
  3. Ready for arrivalTrack completion and manual effort

What changed

Client discussions identified pre-registration as a useful workflow and described time saved. The operational opportunity is to reduce repeated manual contacts while helping more patients arrive prepared.

Qualitative client-reported time benefit. No quantified time or cost reduction is claimed.

Explore access support

Hospital · Environmental Services

Increase HCAHPS Performance

Documented quality-improvement workflowEarlier action

Patient feedback reaches Environmental Services during the stay

Quality & patient experience

Give the responsible team a chance to address the concern while it can still improve the patient’s experience.

Operational & financial value

Connect feedback to a responsible team. Track resolution time and experience trends; payment impact requires separate validation.

The challenge

A cleanliness concern reported after discharge arrives too late to improve that patient’s stay. Teams needed a way to hear about the concern and act sooner.

The PatientEXP solution

An in-stay text asked the patient about room cleanliness. Negative responses reached Environmental Services, giving the responsible team a chance to investigate and coordinate a response.

  1. Ask during the staySurface a concern
  2. Route to the ownerNotify Environmental Services
  3. Follow throughCheck that the concern is resolved

What changed

The workflow connected feedback with an accountable team while there was still time to help. Early reporting described improved experience measures; a sustained effect requires comparison over time and across participating units.

Children’s hospital

Post-discharge Patient Engagement

Documented implementationConnected follow-up

Family responses returned to the clinical record

Quality & patient experience

Make after-care information available within the organization’s care workflow.

Operational & financial value

Support coordinated response and accountability. Measure routing, response time, and resolved concerns to establish operational impact.

The challenge

Different discharge pathways needed structured follow-up, with family responses available to the organization rather than isolated from the clinical workflow.

The PatientEXP solution

The client implemented multiple post-discharge messaging protocols and returned responses to its clinical system through an agreed connection.

  1. Discharge pathwayStart the relevant protocol
  2. Family responseCapture follow-up information
  3. Clinical workflowReturn the response to the record

What changed

The implementation made follow-up responses part of the care record. This creates a foundation for reviewing responses, assigning follow-up, and measuring whether concerns are resolved.

Additional applications

Find the next useful moment to engage.

Extend communication to other moments that matter. Define the audience, response coverage, and success measures for each new application.

Easier patient survey participation

Send a post-visit survey patients can complete on their phone. Published customer feedback describes increased responses; a quantified lift is not provided.

Family and caregiver updates

Use approved care events to keep authorized caregivers informed during a procedure or transition. Define recipients, permissions, and the route for questions.

Virtual waiting and arrival

Guide patients through an agreed arrival and waiting process, with instructions for the next step and a way to request assistance.

Weather and schedule changes

A published customer testimonial describes using PatientEXP to notify patients during clinic closures. Target the affected group and explain the next step.

Preventive-care reminders

Invite eligible patients to complete a wellness visit or other planned preventive care. Provide the scheduling route and measure completed next steps.

Understanding the evidence

Read the result in context.

Documented

Real workflows

Each customer story connects a specific operational need with the communication and follow-up used to address it.

Client-reported

Operational observations

Operational observations indicate what the client experienced. They do not establish causation or predict results in a different setting.

Illustrative

Possible applications

Workflow examples and planning scenarios to explore with your team. These are not measured customer results.

Design for proof

Start with a measurable problem and build the activation pathway around it.

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