Medical Service Company creates a path to compliance

ATLANTA – With 70% of patient outreach calls going to ‘voicemail hell’, Medical Service Company knew it needed to revamp its PAP membership program to boost patient engagement and compliance, and create better efficiency.

So the company set out to create an automated and scalable program using not only voice calls, but also SMS and email, depending on preferences, to assess patients and factors that affect outcomes.

“A big part of our process was asking the patient to call us and call us when we were available,” said Josh Marx, general manager of sleep and vice president of business development during a session at Medtrade East in October.

At the root of the program: Identify which of the three pathways a patient is on. They are: a pathway of adherence, in which this patient meets or does not meet daily compliance requirements and does not have any leaks, high AHI or high CAI; a clinical pathway, in which the patient has leakage, a high AHI or a high ACI; and a lifeline, in which the patient does not meet daily compliance requirements after 30 days of CPAP therapy.

Since the program launched in February 2020, MSC has sent 20,000 notifications: 50% SMS, 30% emails and 20% voice calls. The patient response has been 37% to 40%, says Scott Owsiak, vice president of clinical services.

“It’s simple,” he said. “If a patient is going to hit (adherence) in the first 30 days, we have to hit them hard. Sixty-eight percent are compliant within the first 30 days. It drops dramatically to 8% in 60 days and 4% in 90 days. ”

Based on the existing volume, MSC estimates that it will save approximately $ 744,000 over a 12-month period using the program compared to the salaries of 12 employees.

“By leveraging the creative and personalized outreach of our patients, we can avoid these outbound attempts and force the patient to call us (inbound),” Marx said.


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Veronica J. Snell