vGoingMobileFirst7REASONSWHY Your HealthcareOrganization ShouldAdopt a Mobile-FirstPatient Intake Strategy

9668%of Americansown a cell phone%of healthcareorganizations usetext messages toremind patients abouttheir appointmentsWhyMobileIntake?48%of patients prefertext messageappointmentreminders59%of patients say theywould choose a primarycare doctor who offersa mobile app over onewho does not

Whether texting a friend, responding towork emails, booking a flight or buying anew product, today’s consumers use cellphones for countless everyday tasks—tocommunicate, work, travel, shop, managetheir finances and more. Perhaps that’sbecause nearly everyone in the U.S. has one.The vast majority of Americans—96%—nowown a cell phone of some kind. As mobiletechnology continues to play an increasinglyimportant role in daily life, the demand formobile options in healthcare also is rising.Consumerism continues to reshape thehealthcare landscape, and patients todayare looking for the same convenience andservice-oriented features in healthcarethey’re used to experiencing in otherindustries, such as retail and banking. Theirpreferences are clear—and providers aretaking note. A growing number of healthcareorganizations are using mobile devicesto improve patient care and facilitateefficiencies within care teams.There are numerous ways that mobiletechnology can improve the patientexperience, from streamlining the checkin process and facilitating payments tosupporting more efficient patient-providercommunication. At the same time, mobilehelps healthcare organizations save time,improve operations, engage patients in theircare and boost patient satisfaction andReasons Why Your HealthcareOrganization Should Prioritize aMobile-First Patient Intake Strategy1Mobile is convenient.2Mobile aligns with patients’ preferences.3Mobile appeals to patients of all ages.4Mobile improves patient engagement.5Mobile is faster and more efficient for staff.6Mobile meets patients where they are.7Mobile reduces the need for hardware.retention. For patients and providers alike,a “mobile-first” intake strategy is not onlybetter, it’s essential.This white paper highlights seven waysthat mobile technology improves theintake experience for patients, providersand staff, and demonstrates whyhealthcare organizations that employa mobile-first intake strategy are wellpositioned to succeed in a rapidlychanging healthcare system.Going Mobile-First 31019

a 2017 study from the National Centerfor Biotechnology Information found thattext messages rank among patients’ mostAs consumerism redefines the healthcarepreferred types of appointment reminders.industry, a growing number of healthcareMobile intake allows patients to useproviders recognize the importancetheir own trusted device that doesn’tof aligning their processesrequire user names, passwords andwith patient preferences forlog-ins. It also gives them a quickconvenience. Mobile intakeand easy way to stay connectedoffers patients the convenient,to their providers, keep track ofofpatientswhoservice-oriented featurescheck themselvesappointment times, follow-upthey’re used to finding inin on Phreesia usecareplans and payments. Atother industries, such asMobile1the same time, mobile intakeretail, travel and banking. At theoffershealthcare organizations asame time, mobile gives patientsvaluable opportunity to meet patients’the flexibility to check in for theirexpectationsand improve their overallappointments at home or on the go orexperience.from their own device in the waiting room,1. MOBILE IS CONVENIENT.40%while offering a more private, secureregistration experience.There’s no question about where patientsstand on the subject: According to a BlackBook Research study, 93% of patients saidthey expect to use digital tools to interactwith their healthcare providers. And as outof-pocket costs continue to rise, patientsare looking for the same convenient optionsfor paying their medical bills that theyhave for other purchases. The benefits aretwofold: Mobile gives patients a convenientway to pay copays and balances ahead oftime via automated options like card on fileand payment plans, and mobile streamlinesthe collections process to ensure healthcareorganizations get paid.2. MOBILE ALIGNS WITHPATIENTS’ PREFERENCES.When given the choice between usingpaper, office hardware or their personalmobile device for intake, most patients arelikely to choose mobile registration. In asurvey of 2,000 patients conducted by TheHarris Poll, 59% said they would choose aprimary care doctor who offers a mobileapp over one who does not. Furthermore,1Phreesia users are mobile users: WhenPhreesia surveyed nearly 14,000 patientsacross its provider network about theirpreferences for receiving appointmentreminders, nearly 50% said they wouldprefer to receive a text message,compared to 29% who said they wouldprefer a phone call.3.MOBILE APPEALS TOPATIENTS OF ALL AGES.While millennials often stand out for theirtechnology use, mobile intake benefitspatients across a broad age range. Contraryto the common perception that olderpatients are reluctant to embrace newtechnology, research shows that’s far fromthe truth. According to Pew ResearchCenter, 91% of adults age 65 and older havea cell phone and 53% have a smartphone.Additionally, more than 90% of smartphoneowners over age 50 text weekly, accordingto data from the annual Simmons NationalConsumer Survey. Additionally, in an articlefrom consulting firm McKinsey & Company,Data from June 1-Sept. 3, 2019 tracking any practice with at least one In-Office or Pre-visit Mobile check-inGoing Mobile-First 41019

the authors dispel the myth that onlyyoung people use technology to managetheir healthcare. The researchers foundthat while millennials were more likelyto schedule online appointments, checktheir healthcare information or text theirprovider, a significant and growing numberof adults age 65 and older are embracingtechnology when given the opportunity.Seniors use Phreesia Mobile. In ananalysis of nearly four million patientsacross Phreesia’s network, one-third,or 33% of seniors (age 66 ) who weresent an appointment prompt via text oremail completed their check-in on theirmobile device.Across age groups, Phreesia usersprefer mobile intake options. WhenPhreesia surveyed its own network onhow its users like to be reminded abouttheir appointments, the percentage ofpatients who preferred text messagereminders hovered close to the 50%mark across age groups:as well as boosting patient engagementand loyalty. It also can improve healthoutcomes. Studies show that mobileapproaches to patient engagement, suchas text message-based interventions,support care coordination and help ensurethat patients stick with follow-up care,including medication adherence. A recentstudy in the Journal of the AmericanMedical Informatics Association (JAMIA)examined how mobile patient engagementtools helped improve medication adherencein a group of diabetic patients. Whenresearchers sent the patient group a seriesof text reminders to take their medicationand follow their care plans, 80% respondedand engaged with the messages. In aseparate study from JAMA Open Network,researchers who analyzed text-basedinterventions for women with sexuallytransmitted infections found that patientswho received text-message reminderswere more likely to see their primarycare doctors, take their medications andfollow preventive care recommendations.In today’s value-based care healthcareenvironment, organizations that takeadvantage of opportunities to align withpatients’ technology preferences, includingmobile communications, will be moresuccessful and better-equipped to engagethem in their care.5. MOBILE IS FASTER ANDMORE EFFICIENT FOR STAFF.4. MOBILE IMPROVESPATIENT ENGAGEMENT.The versatile and immediate text-basedfeatures of mobile intake make it ideal forimproving patient-provider communication,From online scheduling to automatedappointment reminders, a mobile-firstpatient intake strategy is one of the mosteffective ways to streamline operationsand boost staff efficiency. According toPhysicians Practice’s “2018 Mobile HealthSurvey Results,” more than 75% of thewebsite’s readers said they used mobileGoing Mobile-First 51019

health in their practice on a weekly basis.Mobile intake provides efficient options forsending patients automated appointmentconfirmations and consents, reducingcall volumes and freeing up staff to focuson providing the care patients want andneed. Mobile intake also gives patientsthe opportunity to update their medicaland demographic information before theirappointments, improving wait times andsaving staff the headache of dealing withpaper forms. In addition, mobile intakereduces the potential fordata entry errors, sincepatients have moretime to completeforms prior to theirarrival, and staffof Phreesia clientsdon’t have to worryuse Phreesiaabout manuallyMobile1entering informationinto the EHR.74%6.MOBILE MEETSPATIENTS WHERE THEYARE.What’s one of the easiestways to improve thepatient experience? Meetpatients where they are, and now morethan ever, that’s online. In 2018, mobile useaccounted for more than half of worldwideweb traffic, according to data analysisfirm Statista. Providers who leveragemobile technology for registration, clinicalworkflows, payments and satisfactionsurveys can engage with patients before,during and after their visit, on a platformwhere they’re sure to be reached. Theycan also improve their bottom line in theprocess. For example, automated textmessage appointment confirmationsremind patients about their upcomingvisits and help cut down on no-shows,which cost healthcare providers hundredsof dollars per day. And mobile paymentoptions save patients the hassle of havingto remember to bring a credit card orcheckbook to their appointment, helping toboost time-of-service collections. Finally,healthcare organizations can use mobileto send patients post-visit satisfactionsurveys and collect real-time feedbackthat helps them track their Net PromoterScore and comply with programs likethe Consumer Assessment of HealthcareProviders and Systems (CAHPS).7.MOBILE REDUCESA RELIANCE ON HARDWARE.When healthcare organizations incorporatemobile into their intake strategy, theyreduce their need for buying, maintainingand troubleshooting intake hardware. Asingle hardware malfunction can takehours to repair, adding to patient waittimes, creating front-desk bottlenecksand diverting staff from more importantclinical tasks. Mobile intake helps lessenthe impact of these incidents by offeringan alternative check-in option for patientswhile reducing the labor burden on staff.At the same time, it allows healthcareorganizations to cut back on cleaning,repairing and replacing hardware, helpingthem boost their bottom line and improveoverall office workflow. Healthcareorganizations that aren’t ready for a fulltransition to mobile intake can leverageit alongside hardware options in a hybridapproach, allowing patients to choosetheir preferred intake tool for managingtheir care.Save time with Phreesia In-OfficeMobile: Check-in time for patients usingPhreesia Mobile is 30% faster than forpatients who use check-in hardware.Going Mobile-First 61019

Success with Phreesia Mobile:Revere Health Orem Family MedicineWhen Orem Family Medicine, a four-providerclinic in northern Utah, started using PhreesiaMobile, they wanted to help save patientsand staff time, improve office visits and offera more consumer-friendly intake experience.The move to Mobile was championed by Dr.Steven Berry, a family medicine physician atthe practice, which is part of Revere Health,the largest independent multi-specialtyphysician group in Utah.“Dr. Berry really wanted every patient to beable check in online before their visit,” saidMichele Kimmel, Department Manager atOrem Family Medicine. “He is very forwardthinking and all about making things quickand efficient.”Instead of just giving patients the option tocheck in on their own device, the practicedecided to make it their default workflow—a decision that has resulted in highutilization rates. More than 88% of OremFamily Medicine’s patients now completetheir check-in using Mobile, either prior totheir appointment or when they arrive at theclinic. The practice uses its PhreesiaPadsonly for those patients who don’t havea smartphone, who forgot to bring theirphone, or for the occasional patient whoexpressly asks to use a Pad.Each morning, the staff send a text messagecontaining a check-in link to every patientscheduled for that day who has not yetpreregistered.“Those patients already received anautomated text message when they madetheir appointment, but we give it one morepush,” Kimmel explained. “If patients haven’tchecked in yet when they arrive, we askthem to use the link we texted to themearlier or we send another text messageright to their phone. Then we explain thatthey will use that link to check in and paytheir copay.”Patients have embraced the mobileAn Orem Family Medicine staff member showsa patient how to check in on his smartphoneworkflow because it takes less timeand because they like using their owndevices. Kimmel says she heaps praiseon patients when they check in beforetheir appointment, hoping to reinforce thebehavior.“I tell them they are my favorite patient ofthe day since it makes things go so muchfaster,” she said. “We’ve even had a fewpatients who were in and out in less than10 minutes, including the time spent seeingtheir provider.”Staff like the new workflow, too, because it’smore efficient and gives them more time toengage with patients. Other Revere Healthpractices have taken notice, too. When theorganization recently held Gemba walks, aLean process-improvement technique inwhich leaders from one site visit anothersite to gather ideas, leaders from sevenRevere Health practices chose to visit OremFamily Medicine and observe its intakeworkflow.“We’re kind of known as Revere Health’sleading-edge clinic because we like change,and we’re always willing to try new things,”Kimmel explained.Going Mobile-First 71019

END NOTES1. “Mobile Fact Sheet,” Pew Research Center Internet & Technology, June 12, 2019. “Text messaging remains an effective tool for patient appointment reminders,” Medical GroupManagement Association, 2017. nt-reminders3. “Appointments and Referrals: Understanding Patients’ Preferences and Habits,” Phreesia. May 4, r-understanding-patient-preferences-habits/4. “Survey: Patients Want More Digital Health Tools from Primary Care Physicians,” HealthcareInnovation, October 4, 2016. tools-from-primary-care-physicians5. “What Do Patients, Consumers Want in Digital Health Tools?” Patient Engagement HIT, June 12, -patients-consumers-want-in-digital-health-tools6. “Getting patients in the door: medical appointment reminder preferences,” U.S. National Library ofMedicine, National Institutes of Health, National Center for Biotechnology Information, January 25,2017. 37/7. McKinsey & Company, December 2015. hs-about-healthcare-consumerism8. “Disparities in the use of a mHealth medication adherence promotion intervention for low-incomeadults with type 2 diabetes,” Journal of the American Medical Informatics Association, Volume 23,Issue 1, January 2016, Pages 12–18, “Patient Outreach Tech Can Support Care Coordination, Transitions,”PatientEngagementHIT, August 14, 2019. s?eid CXTEL000000324051&elqCampaignId 11093&utm source nl&utm medium email&utmcampaign newsletter&elqTrackId 55e3daa1fbc3468eb809afd8ed83480a&elq 97651ecb10. “2018 Mobile Health Survey Results,” Physicians Practice, February 20, 2018, -health-survey-results11. “Percentage of all global web pages served to mobile phones from 2009 to 2018,” Statista, obal-mobile-phone-website-traffic-share/12. “Estimating the cost of no-shows and evaluating the effects of mitigation strategies,” U.S. NationalLibrary of Medicine, National Institutes of Health, National Center for Biotechnology Information,March 20, 2013. Mobile-First 81019

ABOUT PHREESIAPhreesia gives healthcare organizations a suite ofrobust applications to manage the patient intakeprocess. Our innovative SaaS platform engagespatients in their care and provides a modern,consistent experience, while enabling healthcareorganizations to optimize their staffing, boostprofitability and enhance clinical care.To find out how Phreesia can give your organizationthe capacity for more, visit

a mobile-first intake strategy are well-positioned to succeed in a rapidly changing healthcare system. Reasons Why Your Healthcare Organization Should Prioritize a Mobile-First Patient Intake Strategy Mobile is convenient. Mobile aligns with patients' preferences. Mobile appeals to patients of all ages. Mobile improves patient engagement.