The Unified Patient Dialogue: Overcoming Fragmented Communication

The Problem: A Fractured Patient Experience

Large health systems often grow through mergers, inheriting a tangled mess of disconnected communication systems. Your promotional communications (like preventive care reminders) are managed on one platform. Your patient service interactions (like appointment requests) happen on another.

This siloed chaos results in a fractured patient experience:

• Patients get inconsistent or duplicate messages (e.g., a “flu shot” reminder after they already got one).
• Low engagement on critical preventive care campaigns.
• Total confusion when a patient tries to reply to a marketing message with a service question.

Solution: Omnichannel Orchestration on One Platform

The solution is to replace this fractured system with the single, unified, AI-driven indigitall platform. This allows you to orchestrate all digital communications from one place, ensuring a seamless, contextual conversation.

The platform’s Customer Journey Engine uses AI to determine the optimal path:

• Intelligent Delivery: The system’s AI determines the optimal channel and moment for each message, respecting patient preferences and ensuring critical alerts are seen. This stops the “spammy” feeling and boosts engagement.
• A Unified Conversation: This is the key. Our platform unifies the entire patient dialogue. A patient can receive a promotional notification (like a flu shot reminder) and then reply to it with a service question (“Can I schedule that for Tuesday?”). The AI bot or human agent who responds sees the full conversational context.
• Maximized Engagement: By personalizing the channel and the message, you dramatically boost engagement on critical campaigns (preventive, adherence, etc.).

The Metric That Matters: Engagement and Satisfaction

By eliminating communication silos, you significantly improve service quality and efficiency:

• An increase of 2X to 3X in patient engagement on key campaigns.
• A fluid, effective, and less-confusing experience for patients managing their health.

A +30% increase in NPS and satisfaction by building loyalty through relevant, high-value communications.