46+
Years in operation
650+
patients in active care daily
Level 5
partner status with veterans program
A growing hospice and palliative care organization managing clinical, operational, and workforce data was running patient communication through five disconnected tools: a bulk SMS vendor, a third-party email platform, an overloaded call center, an app-dependent patient portal, and paper-based reminders with no shared patient preference data among them. Inferenz deployed its Digital Patient Engagement (DPE) Platform, consolidating all channels into one governed system, enabling multi-touch campaign analysis, and replacing the app-download model with a zero-friction digital experience. Staff hours lost to manual follow-ups were recovered, and patient appointment adherence improved measurably.
The client's patient communication infrastructure had grown without design. Each new channel was bolted onto the last, with no unified view of how patients were being reached or whether any of it was working.
Patients called the main line for appointments, emailed a separate address for teleconsultations, and received SMS reminders from a number that did not accept replies. When something fell through the gaps, there was no system to catch it.
The patient engagement team had no way to measure which channel, message format, or send time thatdrove actual bookings. There was no multi-touch attribution, no A/B testing capability, and no way to identify outreach sequences that led to attendance.
The organization had no unified record of how patients preferred to be contacted. Without a centralized preference layer, communication teams sent the same message through the same channel to everyone, driving high opt-out rates and declining engagement.
The existing patient portal required a mobile app download and registration before patients could book appointments or join teleconsultations. Many older adults, dropped off before completing onboarding. The app requirement was a barrier dressed as a feature.
Inferenz deployed the Digital Patient Engagement (DPE) Platform across the organization's patient-facing and administrative operations:
Unified all communication channels (SMS, email, real-time chat, video consultation, and voice IVR) into one platform with shared patient profiles, preference settings, and full interaction history across every touchpoint.
Built a campaign intelligence engine that replaced broadcast outreach with preference-driven segmentation, A/B testing, and multi-touch attribution, enabling teams to trace which sequences drove confirmed attendance.
Integrated directly with the organization's EHR and EMR systems to trigger automated reminders tied to clinical milestones: vaccination schedules, follow-up visit windows, and discharge care instructions.
Delivered a browser-based video consultation module requiring no app download or account creation. Patients joined teleconsultations via a secure link sent by SMS or email
Deployed a centralized patient preference layer capturing preferred channel, language, and contact time, replacing the one-size-fits-all broadcast model with communication patients responded to.
Replaced the fragmented inquiry process with a structured Get-in-Touch digital intake that routed patient questions to the right department automatically, with full response tracking from first contact.
In Missed Appointments
Automated multi-channel reminder sequences across SMS, email, and IVR reduced no-shows across outpatient and specialist departments.
In Campaign Response Rates
Preference-driven segmentation and multi-touch attribution tripled engagement on health awareness and follow-up care campaigns.
App downloads required
Patients joined teleconsultations and booked appointments directly from a browser link sent via SMS or email, no installation/ registration required.
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