When CareTouch was formed back in 2005, we were in the long term care space with a notification service for the family and friends of the residents. When the resident had a change of condition, our service would notify assigned family members and friends of the change.
Since that time, we’ve been acquired by ResMed and have completed millions of patient encounters. These are a series of questions that make up an outbound call flow or Web flow. In order to get this part of our business right, there was a science behind it. We set out to learn what patients preferred in terms of automated communication and outreach, and explored many areas critical to driving patient responses.
Through a variety of focus groups, interviews and surveys, we asked patients several questions regarding their follow-up care preferences, including:
- The time of day/day of the week they’d most prefer to be called
- The number of calls appropriate during the course of a day/week
- Whether or not they preferred to have a voice mail message left
- The preferred length of the call
- The types of questions they’d like to be asked, e.g. get straight to the point and get their supplies replenished or inquire about how their therapy is going
Each of these elements was critical to the development of our call outreach program, and has established ResMed ReSupply (previously known as CareTouch) as a therapy-focused company that grows revenues for the HME providers we serve.
Our business is all about communication, and it is only with good, reliable and patient-focused communication that we are able to help our HME providers increase their supply revenue. If you don’t call your patients on a regular basis, you simply miss out on the opportunity to serve them. That’s what we do. And even though it’s not rocket science, I challenge you to find someone in our space who will take care of you and you patients better.
Matthew Dolph brings 20 years of service management experience to the company’s operations. He has helped design, implement and manage numerous patient communication solutions for ResMed ReSupply customers and business partners. He coaches numerous soccer teams and lives in Colorado with his wife and four children.