mTatva / Apollo Hospitals

Results

• Served a total of 1,300+ patients across the cancer hospital and ortho department
• Through patient satisfaction survey measurement via phone calls, the mTatva and Apollo teams were able to determine whether this service helped the patients feel more connected to Apollo; if patients liked this service, and perceived it as a value add, etc.
• Of the orthopedic patients who responded to satisfaction surveys, 98% found call reminders helpful, 99% would recommend the service to others, and 100% felt more connected to Apollo
• Of the cancer patients who responded to the survey, 98% found call reminders helpful, 96% felt more connected to Apollo, and 94% would recommend the service to others.

Lessons Learned

• Discussions with cancer specialists showed that the needs of cancer patients and corresponding protocols and operations are very unique. A workflow modification was made to cease SMS medication reminders for cancer patients to avoid conflict with typical workflows and ensure patient-centric and quality care as per the clinicians’ recommendation.
• Based on these learnings, the Apollo team had to customize and iterate the call schedule several times.  The call center script was modified to help patients with call reminders, without being a burden to them during their course of treatment.