Patient Communication and Engagement

IVR & SMS Patient Communication and Engagement

Delivering Individualized 1-to-1 Patient Communication and Engagement results in better all around healthcare

Datatel’s Patient Communication/Engagement Platform enables you to take a proactive approach to continuous individualized communication between patients and healthcare providers before and after procedures.

As a healthcare provider, you can deliver individualized communication through multiple channels which include voice (IVR), e-mail, web and text messaging. You can adjust the delivery medium, content, and timing of communication based on pre-determined rules and triggers established by you and best industry practices.

By using the Patient Communication and Engagement Platform, you will be able to communicate, collect and track individual patient feedback, which provides a collaborative approach to healthcare, resulting in lower costs, better patient experience, and reduced readmissions.

The Benefits

  • Cost effective and simple to implement
  • Decrease avoidable healthcare costs by reducing patient readmissions
  • Identify new health problems, prioritize and respond proactively before they lead to complications
  • Educate patients to reduce any uncertainties with the opportunity to address questions immediately
  • Improve patient experience, clinical outcomes and post-discharge patient safety
  • Improve patient adherence to instructions provided, and encourage self-care and self-management in patients
  • Scalable – easy to use with any number of patients


  • Interact with patients via automated voice surveys/dialogues, e-mails, voice messages and text messages
  • Notifications to a healthcare provider for patient follow-up
  • Instant, real-time informational and support messages based on patient interaction
  • Dynamic content delivery
  • Adjust the type, content, and timing of communication delivered to patients to meet the specific procedures and practice area needs
  • E-mail with resources and web links based on the patient’s individual needs
  • Voice or text reminders and alerts

Industry Findings

Patients monitored with the IVR protocol were 44% less likely to be admitted in the 30 days after discharge than the same patients before and after being monitored.

The odds of experiencing a 90-day readmission was 38% lower.

Tele-monitoring reduced the hospital readmissions by 47%

We’re Here to Help

What our clients are saying about us

“Never any issues with you guys! Things just work.”

Gerry Henstra, CEO, Henstra Business Solutions

“Customer service is a really big deal to us, and I am glad to do business with a company that obviously takes it as seriously as we do.”

Jeff Boatman, Global Client Solutions

“We’re happy with the IVR Payment system and it has been working well for us. Recently we also setup your newest SMS (text) receipts and found it to work great.”

IT Manager

“I want to command you and your team at Datatel on the job just completed for Tele-Response Center. The attention to detail and professionalism with which you approached the project was exemplary and greatly appreciated especially considering the several applications that needed to be implemented on short notice. Thanks again for your assistance getting this project off the ground so smoothly.”

Joe Grossman, Sr. Vice President, 121 Direct Response

“My team and I would like to commend Datatel on creating an IVR application that adds great value to our new Travel product. Your knowledge, input and expertise in IVR scripting, call flow management and overall IVR logistics made the development and implementation stages extremely easy to manage. Thank you for a well executed campaign that was launched on time and on budget.”

Ryan McCullough, Marketing Manager, Aegon Direct

“Great team to work with. I look forward to utilizing some additional capabilities in the future.”

Bob Griffin, VP of Operations, MedA/Rx

“We are very grateful for many years of mutually beneficial business relationship with Datatel and for impeccable customer service we have received during these years.”

Director of Student Accounts

“We, Standard Life, very much appreciated Datatel’s expertise, knowledge and support as we worked through the development and implementation stages. Our Clients appreciate the simplicity of the capability, while gathering very valuable feedback. Thanks for making this a very positive experience.”

Anne Pennell, VP, Customer Services Operations, Standard Life

“This was one of the best implementations I have been a part of. The communication was excellent and everything was responded to and dealt with swiftly. A real pleasure. We are looking forward to the impact this will have on our patient payments! Thank you!”

Kim Pace, Director Patient Accounts and Revenue, Chatham-Kent Health Alliance