ThedaCare

Outreaching to patients with open care gaps was one of the most administratively burdensome tasks at ThedaCare. Manual phone-based outreach was inefficient, with only roughly 10% of patients answering calls during past campaigns. Failing to close care gaps in a timely manner risked missed diagnoses, unnecessarily costly treatment, worse clinical outcomes, and lower performance on value-based care contracts.

ThedaCare deployed Notable's digital assistants to automate care gap detection, outreach, and scheduling. When a care gap is identified, patients receive automated outreach and can immediately book a visit with their provider. Patients who have already completed the necessary care can self-report closure information (e.g., home blood pressure readings, prior screening history) directly through the system, which then documents the closure in Epic. Notable also surfaces real-time lists of patients by status — scheduled, opted-out, screened-out, or procedure-completed — for ThedaCare's care team.

In a three-month period, the automated outreach campaigns closed 963 care gaps — 26% through scheduled visits and 74% through patient-reported information — saving an estimated 350 hours of manual staff calling time. ThedaCare reached approximately 3× more patients than would have been possible with manual outreach, with roughly 30% of patients who received a Notable message starting the care gap closure process, compared to ~10% with traditional phone campaigns. The program achieved an 89% patient satisfaction rating and went live in just 7 weeks.

• Automating patient outreach can triple reach compared to manual phone campaigns while simultaneously reducing staff burden by hundreds of hours per quarter.
• A majority of care gaps (74%) can be closed via patient self-reported information without requiring a scheduled visit, dramatically increasing closure rates.
• Fast time-to-value (7 weeks to go-live) is achievable when automation is layered on top of an existing EHR like Epic rather than replacing workflows.