Connecting with Patients…Thinking Differently

1. Connecting with Patients…Thinking Differently AN INNOVATIVE APPROACH TO REDUCING RISK AND IMPROVING THE PATIENT EXPERIENCE Partner Since 2012 Preferred Vendor 2012

2. What is TextConnect? The TextConnect Communication Service helps healthcare facilities provide medical direction and aftercare follow up for patients so there is continuity of care for patients as they leave the hospital, until they are able to follow up with their own personal primary care physician. This process will also cut down on unnecessary returns. This system is also aimed at cutting down on risk management by creating an avenue for patients to contact a medical provider for immediate advice and direction when the need arises 24 hours a day… 7 days a week, 365 days a year. The TextConnect Communication System can provide follow up services automatically at a more effective and efficient way, reaching more patients, versus the cumbersome call back system currently being used at other facilities. TextConnect provides accessible line of communication for hospitals to keep contact with patients, thereby maintaining quality medical care. TextConnect brings the house call into the 21st century.

3. Risk Management • Patient Satisfaction/Experience • Service Recovery • The Textra Medical Team TextConnect

4. Lawsuits – Targeting High Risk diagnosis • 72 hour returns • Patient Engagement/Perception • EMR Optional Integration • ROI Risk Management

5. Innovative and Captures patient loyalty • Overwhelming response from patients; well-liked program • Engages patients into their medical care • Engages providers in follow up concerns Patient Satisfaction/Experience

6. Contact and Conflict resolution with patients • Contacts 100% patients; allows for those interested to respond • time and manpower effective • Real-time feedback; provider/zone specific • Keeps patients within the system, showing desire to continue care Service Recovery

7. The Textra Medical Team • Experienced PA’s monitor each facility 24/7 • Medical or Nursing Director on site notified via text should issues arise with a patient’s care • PA’s are certified on the TextConnect System for quality control • All text messages are monitored by Textra Physicians to assure your patients are receiving effective and efficient care

8. 1 Hour after discharge… Thank you for choosing TexTra ER or Hospital. IF you are worsening or having problems, please return to the ER or call 911. 16 Hours after discharge… TexTra ER or Hospital hopes you are doing well. To reach the ER with questions about your care, reply to this text or call 602.999.9999. We will gladly respond. 3 days after discharge… TexTra ER or Hospital strives to give the best follow up care possible. Text back your opinion of your experience. EXCELLENT, GOOD or FAIR. *Time intervals and verbiage are discretionary per facility. Time intervals are available in quarter hour increments. Patient Texting – The Automated Process

9. 88.2% Patient Participation • 27.6% Patient Replies • 27.6% Survey Response First Survey rating ran from Nov 2011 thru May 2012. The responses to date reflecting GOOD or EXCELLENT are 94.5% (7.647 Total Surveys Sent, 2,104 Responses Nov 2011 thru May 2012). • 33.8% Survey Response Second Survey rating overall care began 6/1/2012. The responses to date reflecting GOOD or EXCELLENT patient care are 87.8% (2,081 Total Surveys Sent, 703 Responses). TextConnect – Current Statistics

10. The Textra Medical Team Response Times • 97.1% 30 min or less Provider response time • 1.8% 30-60 min Provider response time • 1.1% 60 min or greater Provider response time