In a world where healthcare is continually evolving, recognizing the organizations and individuals who go above and beyond to improve the patient experience is crucial. That’s exactly what the Artera Heartie Awards aim to do.
This year, at Artera Heartbeat ’24, we celebrated the remarkable contributions of healthcare professionals and organizations who have utilized Artera in unique ways to make a significant impact in their communities. Gathered in Austin, Texas, we unveiled the winners of the prestigious Artera Heartie Awards to our customers on September 19, 2024.
Let’s take a closer look at the inspiring stories behind this year’s Artera Heartie award winners.
What are the Artera Heartie Awards?
Before we dive into the winners, let’s first review what the Artera Heartie Awards truly are.
The Artera Heartie Awards honor outstanding achievements in patient communication, focusing on innovation, community impact and patient connections. These awards are a testament to the dedication and hard work of our customers who strive to enhance the patient experience through the use of Artera. This year, the awards were divided into three categories:
- Community Impact
- Connected Patient Experiences
- Breaking Barriers
Community Impact
The Community Impact category celebrates customers who have achieved profound, data-driven results in their communities. This year, we had five remarkable winners – all with inspiring stories.
Hackensack Meridian Health
Hackensack Meridian Health was honored with a Community Impact Award for its mammography initiative, designed to bridge gaps in care. Engaging 45,000 patients, the campaign led to 7,000 scheduled mammography appointments and enabled 840 patients to identify early signs of breast cancer, facilitating prompt interventions and enhancing patient care. Moreover, the initiative yielded an additional $2.7 million in incremental revenue for the organization. Congrats to Hackensack Meridian Health!
Lakeside Community Healthcare
Lakeside Community Healthcare was recognized for its well-child initiative. By targeting 189 local families, they achieved an impressive 94% success rate, scheduling 179 well-child appointments in less than 60 days. This initiative not only improved the health of countless children but also demonstrated the power of targeted outreach. Congrats to Lakeside Community Healthcare!
Community Health Centers of the Central Coast
Community Health Centers of the Central Coast, a Federally Qualified Health Center (FQHC), used Artera’s Community Outreach feature to launch a text outreach campaign aimed at recruiting new patients. Within one year, they achieved a 30% recruitment rate, bringing in 11,000 new patients and scheduling 20,000 appointments. Their dedication to expanding access to care is truly commendable. Congrats to Community Health Centers of the Central Coast!
Esperanza Health Centers
Esperanza Health Centers, an FQHC based in Chicago, utilized Artera Self-Service Analytics to create personalized campaigns for specific populations. By testing messages to understand what resonated best with their patients, they saw increased engagement and faster response rates. This initiative led to a 58% improvement in their Net Promoter Score (NPS), showcasing the power of data-driven personalization. Congrats to Esperanza Health Centers!
Houston Methodist
Houston Methodist received a Community Impact Award for its discharge initiative. Leveraging Artera for post-discharge communication, they studied the effects of conversational messaging on readmission and revisit rates. The results were astounding, with a 29% reduction in overall readmissions and a 20% decrease in revisit rates. Additionally, engaged patients had higher HCAHPS scores in all domains compared to the non-engaged cohort. These findings were so significant that they were published in the British Medical Journal. Congrats to Houston Methodist!
Connected Patient Experiences
The Connected Patient Experiences category, introduced last year at Heartbeat’23, recognizes organizations that excel in connecting with their patients.
First, let’s review how we define a “Connected Patient”:
A unique patient that has had any of the following patient communications occur (within one calendar day):
- 1+ Manual Outbound & 2+ Inbound* messages
- 2+ Automated & 1+ Inbound messages
- 2+ Conversation Builder messages & 1+ Inbound* OR 3+ Conversation Builder messages
*inbound messages have 10+ characters
The “Connected Patient Rate,” defined by our data team, is then determined by dividing the number of reached patients by connected patients.
Most Connected Community Health Center: United Health Centers of the San Joaquin Valley
Since its initial go-live with its Call-to-Text workflow – servicing 1,000 patients via text in one day – United Health Centers of the San Joaquin Valley has continued to have meaningful interactions with patients, boasting an impressive 88% Connected Patient Rate.
Additionally, with a 70% appointment booking rate via their Conversation Builder workflow, the health center has increased staff efficiency and time savings, with 70% of work being completed by Artera before it gets to staff. Congrats to United Health Centers of the San Joaquin Valley!
Most Connected Department: Vanderbilt University Medical Center’s Discharge Care Center
Vanderbilt University Medical Center’s Discharge Care Center is a 24/7 clinic that utilizes Artera’s conversational messaging and Conversation Builder, resulting in world-class patient response time (PRT).
Through their established care journeys, patients get automated messages for the first 30 days after they are discharged from the hospital, helping the organization achieve an 84% Connected Patient Rate. Congrats to Vanderbilt University Medical Center’s Discharge Care Center!
Connected User of the Year: Theresa Pinn-Kirkland, Houston Methodist
Theresa Pinn-Kirkland, Nursing Supervisor, Post-Discharge Care Manager at Houston Methodist, has partnered incredibly closely with Artera to help support Houston Methodist’s post-discharge efforts.
With 128,000 messages sent and 62,000+ patients touched between June 2023-2024, Theresa’s tireless efforts exemplify the impact one dedicated individual can have on patient engagement. Congratulations to Theresa Pinn-Kirkland!
Breaking Barriers
The Breaking Barriers category recognizes customers who use Artera’s technology as early adopters or beta partners to break down barriers to make healthcare #1 in customer service.
Health System: Sansum Clinic
Our health system customer that is Breaking Barriers is Sansum Clinic, one of Artera’s key Beta partners. The organization continues to leverage automation with both conversational messaging and Conversation Builder workflows across its entire enterprise, resulting in nearly 6,000 staff hours saved and a 70% patient response rate within the past year. Congrats to Sansum Clinic!
Expanse Patient Connect: Golden Valley Memorial Healthcare
Our Expanse Patient Connect Breaking Barriers Award winner is Golden Valley Memorial Healthcare. As one of the earliest adopters of conversational messaging, they connected with 32,000 patients, demonstrating the power of innovative communication methods. Congrats to Golden Valley Memorial Healthcare!
Unified Consumer Communications: ChristianaCare
ChristianaCare received our Unified Consumer Communications Breaking Barriers award for its early adoption and testing of new features, including external message ingestion, the Patients Area and self-rescheduling. Their efforts led to an 80% increase in automated messages, highlighting the importance of continuous improvement. Congrats to ChristianaCare!
Growth Catalyst: UCI Health
UCI Health was recognized as the Growth Catalyst Breaking Barriers Award winner for its ongoing efforts to push growth and break barriers. UCI Health was our customer to roll out Extended Languages, including Arabic, and is now live with six languages across its enterprise. This commitment to inclusivity and accessibility is truly inspiring. Congrats to UCI Health!
Innovator of the Year: Children’s Wisconsin
Children’s Wisconsin received the Innovator of the Year Breaking Barriers award for its participation in 15 Artera beta programs over the past year. The organization’s willingness to innovate and test new solutions is paving the way for advancements in pediatric care and beyond. Congrats to Children’s Wisconsin!
…And That’s a Wrap on This Year’s Heartie Awards!
The Artera Heartie Awards celebrate the dedication and innovation of healthcare professionals and organizations who are making a profound impact on the patient experience Each of the winners exemplifies the power of using technology to connect with patients, improve outcomes and break down barriers.
We extend our heartfelt congratulations to all the Artera Heartie 2024 Award winners – your efforts are not only transforming the patient experience but also inspiring others to strive for excellence!
If you want to learn more about how Artera can help your organization achieve similar success, don’t hesitate to reach out. Together, we can continue to make healthcare #1 in customer service.
