Get Well Patient Retention and Growth

Get Well's breakthrough Retention and Growth program created for Adventist Health leverages conversation AI, virtual navigators and online self-scheduling to drive patient engagement, loyalty, and improved outcomes.

During the pandemic, millions of healthcare consumers did not receive primary and secondary care due to fear and access challenges. Consequently, annual visits and preventative screenings were missed while fee-for-service providers experienced significant drops in volume and revenue. Adventist Health recognized the need to implement a digital-first engagement and access strategy that would lift the burden off their care teams and meet consumer expectations for a personalized, self-service experience.

Get Well's Retention and Growth program included the following core elements:
-AI-driven outreach and navigation via SMS
-Integration with Oracle Cerner to identify and outreach to qualifying consumers and streamline access back into care
-Personalization of patient outreach through embedded links with curated selection of provider profiles for the patient based on zip code and other parameters
-Get Well Navigators to augment AI with live consumer interactions

To date, the program has reached nearly one million patients via 15 programs. It also targeted 12 care gap areas targeted and drove $45 million in revenue generated since launch.

The Get Well Retention and Growth program drives engagement, loyalty, and improved outcomes by combining automated outreach at scale with human intervention. It is proven to help organizations generate in-year revenue, grow market share and share of wallet, optimize use of resources and capacity, and improve staff efficiency with tech-enabled support.