Using Patient Insights to Improve the Prescription Process

A regional hospital system wanted to better understand the root causes of patient friction in prescription inquiries, the top call driver to its nurse triage team. In doing so, they hoped to decrease the overall volume of these administrative calls and enable nurses to work at the “top of their license:” triaging and managing patient care.

Authenticx in Action  

Authenticx used AI-driven Eddy Effect™ evaluation combined with human listening to analyze over 21,000 prescription inquiry calls over a three-month period. They found that these calls had an Eddy Effect™ rate averaging 36% — nearly 15% above the 22% industry benchmark. It was clear that the patient experience was frequently disrupted with a frustrating loop of obstacles (or Eddies) that caused callers to feel “stuck” in filling or refilling their prescriptions. 

Authenticx then dug into the root causes of those Eddies, identifying and quantifying 5 key sources of friction: 

  • Appointment timing for refills 
  • Physician errors 
  • Incorrect pharmacy information 
  • Medication shortages
  • Additional action needed from the provider’s office


To kickstart the solution process, Authenticx equipped the triage team with a curated montage of real patient and pharmacist voices to share with system leaders and physicians at their monthly meeting.  

These voices humanized the problem, showcasing the complexity of the healthcare environment for nurses and physicians alike. This blame-free conversational evidence cleared the path for shared understanding, process improvements, and better communication across the HCP team. 

Authenticx in Action | On-Demand Video

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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