As part of our work with one health system, Authenticx investigated the impact of Social Determinants of Health (SDOH) on their appointments and scheduling processes for Spanish language interactions.
The health system wanted to listen to call interactions to understand issues affecting their patient experience concerning language preferences in their digital patient portal.
Authenticx in Action
Authenticx analyzed call interactions from Spanish language calls using Speech Analyticx and Smart Sample. Similar to English language calls, patterns emerged regarding appointments and scheduling. It was noted that although the issues were comparable, Spanish language calls were being offered different solutions, especially in regards to the digital portal.
Results
These insights provided the health system with an actionable checklist to investigate how patient resource materials are delivered and shared; including better utilization of the digital patient portal.
If the health system hadn’t utilized Authenticx to gather insights from patients, they wouldn’t have been able to understand how language preferences within their portal and scheduling messages affect their patient experience.
See Authenticx in Action
Learn more about how Authenticx analyzes customer conversations to surface recurring trends in this two-minute video.
About Authenticx
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
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