Intrado Resources

West Healthcare – Chronic Care Management: Bringing Scale and Capacity to Patient Engagement

Watch how West Corporation combines Technology Enabled Communication with Clinically Managed Services to help healthcare organizations drive more effective care coordination for patients with chronic conditions.


This demonstration shows how West Engagement Center technologies help to enable and support the health systems, hospitals, or health plans, care coordination or case management department manage their assigned patients. Included in this demonstration are examples of West's automated outbound capabilities and our robust IBR with intelligent call routing.

There are three different character personas depicted in this demonstration. The first is Mary. Mary is a co-morbid patient suffering from both COPD and hypertension. As a part of her care plan, she is required to monitor herself using remote sensors. The second is Mary's family caregiver. This is the person who Mary has selected as her primary point of contact in the event that her health diminishes. Last is Mary's care coordinator or case manager. This is who has been assigned to help Mary manage her diseases on a path to recovery.

The first step in better managing Mary's care is to register her family caregiver and update her contact information. This is done in the Population Health Management software application. This information is captured and retained so that the system is better able to recognize both Mary and her family caregiver in the event they ever call into the system.

Next, we see that the care coordinator sends Mary a reminder to take her readings. Mary has elected to receive these reminders via text, but since we also have her email address, this could be done via email or even an outbound voice call. On Mary's mobile phone, you see that she has received her daily reminder. At this point, Mary takes her readings using her assigned remote sensors. However, she could also dial the phone number provided in the text message and enter them via West's IVR, or she could log into the patient portal and input them manually. West has the ability to integrate with remote sensor devices in order to automate the capture of critical vitals.

Generally speaking, West is able to accept a data push from each device's respective cloud, update the system of record with the information provided, and act upon that information if the established protocol dictates that an action is needed. In this case, Mary's reading is out of range, and protocol dictates that her family caregiver is notified via their preferred channel, text message.

As you can see, on the family caregiver's mobile device, no PHI is included, but they are requested to call back into the care coordinator to discuss. As they call into the care coordinator, West's IVR system recognizes them by their phone number, confirms who they are, "Is this Jenny?" and authenticates that they are the appropriate person to be speaking with about Mary's conditions. "For verification purposes, tell me the patient's birthday including the year."

Once the caregiver has been authenticated, their call is intelligently routed directly to the care coordinator who was assigned to assist Mary. While this call is routed, you will notice that the care coordinator's screen pops with information relevant to the incoming call. Information including patient's name, caregiver's name, Mary's medical record number, the reason for the call, in this case, out of range readings, the number the caregiver is calling from, and even Mary's most recent reading. This information makes the call between Mary's family caregiver and her care coordinator much more effective, and allows them to get to the chase faster rather than adding additional steps to the care coordinator's task load when fielding calls.

Thank you for your time. We look forward to talking with you about Engagement Center Solutions from West.