We used a vapor test to identify the communication mode most preferred by cirrhotic and post-liver transplant patients.
During pilot enrollment, patients were offered email, text message, and telephone call options, even though a communication channel for the program had not yet been determined. Based on the responses, we decided to move forward with developing a text message communication protocol.
To prove the efficacy of a post-discharge monitoring program with this complex population, we first designed a low-risk fake back end pilot that did not require the time and expensive commitment of an automated solution.
Instead of developing a bot to sift through and escalate patient responses, the clinical team, composed of a physician and discharge coordinator, sent a subset of patients daily check-in messages and performed a manual review of all patient responses.
This exercise allowed the team to test the frequency and content of patient check-in messages and elicit feedback from patients on the program before building a more permanent solution.
As an expansion on the initial solution offering, the project team launched a concierge pilot with walk-in appointment availability.
The underlying assumption was that we could catch patients before readmission if we allowed them to call us or come in with any questions or needs. Through this high-touch pilot, led by the project team's clinical champion, we identified the need for closer coordination with caregivers. We also confirmed that the low-cost automated hovering pilot was sufficient for identifying readmission risks.