Facing an increasing daily number of manually-placed patient follow-up phone calls, a regional acute healthcare provider turned to Terazo and Twilio to automate and integrate post-op calls and procedures, in turn providing better patient care and saving employees countless hours of tedious, repetitive work.

One of the largest acute healthcare providers in the Southeast (over 1,500 beds; 20,000 employees) faced an almost insurmountable number of daily post-op patient follow-up calls. The goal of these calls, all manually placed, is to check in with patients after discharge and ask specific questions about their recovery, if they had received their medications, and provide any special instructions for recovery care.

Using Twilio Studio Flow, Terazo built an intelligent custom IVR solution which ingested a CSV file, including information on each patient discharged, to Azure Blog Storage. The solution places outbound calls both one and four days after discharge. Using conditional logic to build a list of questions, patient responses to these “yes” or “no” questions are recorded and stored in a Cosmos DB database. Reports are generated showing both individual and aggregate data, allowing healthcare staff to prioritize their efforts when following up with patients.