Hospitals testing automated 'empathy' emails between physicians, patients

For hospitals performing hundreds of surgeries and invasive procedures per day, dedicating resources to individual patient follow-ups can be costly and unrealistic. However, foregoing those follow-ups is unwise, as post-operative check-ins and outreach are thought to impact patient satisfaction and the patient experience. Some hospitals are turning to a California startup's messaging platform as a potential solution. 

Healthloop's goal is to reach patients with empathetic emails that sound like they came from their personal physician at regular follow up intervals, according to a report from CaliforniaHealthLine. The emails are also a vehicle hospitals can use to ask patients pertinent questions and glean information about their recovery that could indicate the patient needs to schedule an in-person follow up or modify their recovery protocol somehow.

The platform also enables physicians to write their own email scripts ahead of time, plan when they will be sent to whom and track patients in a dashboard format. Hospitals and health systems including Cleveland Clinic and the University of California San Francisco have begun to test out Mountain View-based Healthloop's solutions, according to CaliforniaHealthLine.

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