Case Study: Sentara Healthcare achieves 26% patient response rates with West Corporation automated notifications

Sentara Healthcare Uses Automated Notifications to Address Preventive Needs

Sentara Healthcare needed a better way to reach patients about overdue preventive services and close apparent gaps in care. To improve communication and patient engagement, the organization worked with West Corporation, using TeleVox automated notifications to prompt patients to call in and update their health records.

West Corporation’s automated messaging sent patients a simple callback request at a convenient time, helping spread inbound calls throughout the day instead of overwhelming staff. The approach produced a 26% response rate, with about 60 patient responses per day from 250 messages, compared with only 1–2 responses from similar EHR-based outreach — a roughly 30x improvement.

Sentara Healthcare

Rosemary Parkinson

Senior Information Analytics Specialist