WELL has reduced the administrative staff’s communication time by maybe 80% or 90%. The staff members used to have to pick up the phone and call every single person about the prescriptions. Since most patients have phone numbers, we can now load those numbers into an Excel spreadsheet and send out messages by pushing a button. That takes a lot less time, and patients are happy.
KLAS Patient Communications Landscape 2022
WELL Health has been a very good partner. We use the system to push out our patient portal activations. We have also increased our portal usage overall. We are using WELL as a way to see whether patients have an active portal account, and if they don’t, we can push out direct links to patients. That has been a great feature for us.
KLAS Patient Communications Landscape 2022
The platform is very easy to use. Patients adapt to it quickly. Patients are using the platform to text without any communication from us. They are delighted that they can text on the platform.
KLAS Patient Communications Landscape 2022
The two-way communication is great. When a physician reschedules their day, I don’t have to pick up the phone and call 30 patients. Those 30 patients are notified within two seconds of me hitting a button.
KLAS Patient Communications Landscape 2022
Two-way communication is WELL’s strength. The system is very easy to use.
KLAS Patient Communications Landscape 2022
WELL does everything well and is simple to use. When we need to do ad hoc messaging to a large group of patients, the process of sending a message is very quick and efficient. The system is very consistent. There hasn’t ever been any downtime or anything that has prevented us from getting ahold of a patient when we have needed to.
KLAS Patient Communications Landscape 2022
One of the key features of WELL is that it masks landline phone numbers for sending text messages. For example, if a patient has a certain facility’s number in their phone book, texts will show up as coming from that number. There isn’t a random number; there is familiarity. We send appointment reminders, and a lot of people respond to those. WELL is an easy way to use familiar numbers. The platform makes it easy for staff to manage multiple conversations at a time.
KLAS Patient Communications Landscape 2022
The system has increased our patient portal usage because we have a message going out for patients who aren’t yet on our patient portal. With our previous system, it was really difficult to make sure we were correcting canceled appointments, and that isn’t the case anymore. That is really nice and good for us and our patients.
KLAS Patient Communications Landscape 2022
Our client services team has been really helpful. When we are trying to do something that another healthcare system hasn’t done, they help us think through the best practices and get in touch with other healthcare systems, and even some of their key leaders think through those things. WELL has really been helpful in helping us think forward and figure out what to do even if others haven’t done it. WELL has been really responsive to what our goals are and how our users interact with our patients. WELL has been able to work those things into the capabilities they are building.
KLAS Patient Communications Landscape 2022
WELL Health is very good about having prebuilt content, and their customer support is amazing. I will receive not only an email but also a phone call. I have received emails from management when they have noticed that customer support hasn’t responded in a timely manner. I meet with WELL Health regularly. The management and directors within that meeting pull up any issues or tickets that I have placed. We review the issues and get them resolved on that call. If we can’t resolve the issues on the call, WELL Health will push to have customer support respond quickly. They are watching customer support. WELL Health is on top of things, and they are replying on behalf of the support team if needed.
KLAS Patient Communications Landscape 2022
I can’t say enough how user friendly the platform is. It isn’t complicated to go in there and do a chat assist or to create a new campaign message.
KLAS Patient Communications Landscape 2022
The ability to create custom content in WELL is high. We can pretty much customize anything for messaging that we send out. I really can’t think of anything that could be improved. Once the content is built, it is built, and it is easy to maintain when something needs to be changed.
KLAS Patient Communications Landscape 2022
WELL has improved our no-show rate. It has also improved the ability for patients to quickly reschedule appointments so that we can fill slots. When we have done outreaches to get patients scheduled for specific programs, such as annual wellness visits, the system has been very helpful.
KLAS Patient Communications Landscape 2022
WELL is a major time-saver for our staff. Patients use it to cancel appointments, and it gives feedback to our enterprise performance management system. So if a patient cancels, and we have a call center, and 30 people are all looking at the same appointments, we can fill the spots faster.
KLAS Patient Communications Landscape 2022
We have saved a lot of money since we have been using WELL, and we have saved time for the end users. We are getting patients to come in with reminders rather than calls. The system has increased our volume of patients and lowered our volume of missed appointments.
KLAS Patient Communications Landscape 2022
