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Patient Engagement

Streamline patient onboarding, re-engagement, and data collection with AI-powered conversations across phone, SMS, and web chat.

Overview​

The Patient Engagement use case demonstrates how healthcare organizations can automate patient communication workflows while maintaining a personalized, empathetic touch. Using Gravity Rail's AI assistants, phone numbers, and workflow automation, you can:

  • Onboard new patients through conversational screening and eligibility checks
  • Re-engage inactive patients with multi-touch confirmation sequences
  • Collect structured data about patient concerns, preferences, and feedback
  • Route to appropriate care based on geographic location and availability

Key Features​

This use case leverages the following Gravity Rail features:

Phone Numbers & Voice​

  • Dedicated phone numbers for patient communication
  • Voice and SMS support for accessibility
  • Work mode settings for business hours management
  • Call forwarding and auto-response configuration

AI-Powered Workflows​

  • Multi-step conversational workflows guide patients through processes
  • Conditional branching based on patient responses
  • Priority routing for high-value patients
  • Automated task progression

Chats & Messaging​

  • Unified conversation history across SMS, voice, and web chat
  • AI assistants handle routine conversations
  • Escalation to human staff when needed
  • Multi-channel consistency

Labels & Segmentation​

  • Dynamic patient segmentation based on status
  • Automated label application via event rules
  • Filter-based workflow triggering
  • Progress tracking throughout patient journey

Use Case Scenarios​

1. New Patient Screening​

A prospective patient texts your clinic's number or visits your website. An AI assistant:

  1. Warmly introduces the service
  2. Screens for eligibility (medical conditions, medications, etc.)
  3. Matches patient to nearby clinic locations
  4. Confirms site selection and sets expectations

Time saved: 10-15 minutes per patient vs. manual screening

2. Interest Confirmation (Round 1)​

After initial screening, patients need confirmation they're still interested:

  1. Automated SMS sent 24-48 hours after screening
  2. Simple yes/no response triggers appropriate workflow
  3. "Yes" responses → expedited to coordinator
  4. No response → enters re-engagement sequence

Time saved: 5-10 minutes per patient vs. manual confirmation calls

3. Non-Responder Re-engagement​

Patients who don't respond to initial outreach receive:

  1. Round 1 Follow-up (48 hours later): Different messaging, creates urgency
  2. Speed-to-Lead Recovery (for high-priority patients): Same-day coordinator connection
  3. Round 2 Confirmation (5-7 days later): "We still have a spot for you"
  4. Final Attempt (72 hours after Round 2): Last automated touch before manual review

Recovery rate: 10-20% of initial non-responders convert

4. Site Handoff & Follow-up​

After confirmation, patients are matched to clinical sites:

  1. Patient information sent to site
  2. System monitors for site contact
  3. If no contact within 3-5 days → patient prompted to call site directly
  4. Alternative: patient routed back to main coordinator

Experience improvement: Patients never feel "lost in the system"

Implementation Guide​

Prerequisites​

  • Gravity Rail workspace with appropriate product tier
  • Twilio phone number(s) configured
  • AI assistant(s) created and configured
  • Business hours and work modes set up

Setup Steps​

  1. Import Template Workspace (if using template)

    • Navigate to workspace settings
    • Select "Import from Template"
    • Choose "Patient Engagement" template
    • Customize branding and settings

  2. Configure Phone Numbers

    • Add phone number(s) for patient communication
    • Set work modes (business hours, forwarding, auto-response)
    • Configure signup settings if allowing self-registration

  3. Customize Workflows

    • Review and customize screening questions
    • Adjust eligibility criteria for your organization
    • Configure site matching logic (if applicable)
    • Set up confirmation timing and messaging

  4. Create Member Segments

    • Import provided filters or create custom ones
    • Set up labels for tracking patient status
    • Configure filter-based workflow triggers

  5. Set Up Event Rules

    • Review and activate automated actions
    • Configure webhook integrations (if needed)
    • Set up routines for timed outreach

  6. Configure Data Types

    • Review patient data collection forms
    • Customize fields for your organization
    • Set up webhooks for external system integration

Best Practices​

Messaging Tone

  • Keep initial messages warm and conversational
  • Increase urgency in follow-ups ("We still have a spot")
  • Always provide human escalation path

Timing

  • Initial confirmation: 24-48 hours after screening
  • Follow-up 1: 48-72 hours after no response
  • Follow-up 2: 5-7 days after initial attempt
  • Business hours optimization: 3 PM - 9 PM weekdays

Segmentation

  • Prioritize high-value patients (gold/silver tiers)
  • Fast-track engaged respondents to coordinators
  • Flag persistent non-responders for manual review

Data Collection

  • Capture both quantitative (yes/no) and qualitative (concerns/notes) data
  • Log patient questions for process improvement
  • Track conversion at each funnel stage

Results & Impact​

Organizations using this pattern report:

  • 55-80 minutes saved per patient (vs. manual process)
  • 10-20% recovery of initial non-responders
  • Consistent experience for all patients
  • Scalable operations handling 100s of concurrent conversations

Get Started​

Ready to implement patient engagement automation?

  1. Try the Demo: Visit the live demo workspace
  2. Use the Template: Clone this workspace configuration to your own account
  3. Contact Sales: Schedule a consultation to discuss your specific needs

Questions? Contact support@gravityrail.com or visit our community forum.