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How the Aurum Institute utilised USSD and SMS to reach their patients and improve adherence behaviours

The Aurum Institute Adherence initiative enables patients of government clinics by providing them with a free and trusted channel to manage their clinic appointments and government-issued TB/HIV medication. In the 5 months that the initiative ran, it quickly became one of the most effective adherence tools and channels in Aurum company history. The seamless nature of the integration between the Apex and Aurum systems resulted in a profound and positive effect on the efficiency of manual data capturing and the tracking of missed clinic appointments due to ever-changing patient behaviour, circumstances, and habits.

Objectives

  1. Send clinic appointment reminders

  2. Enable patients to edit/confirm/reschedule their appointments

  3. Enable patients to submit queries and questions

  4. Fully integrate into the Aurum patient CRM system for instant updates of patient records

Patient Journey

  1. The patient receives SMS with upcoming appointment details and USSD “string” to allow for appointment changes

  2. Dial the free USSD string to
    a. Confirm appointment
    b. Cancel appointment
    c. Change/reschedule appointment
    d. Submit a query
    e. Change clinic from the original appointment
  3. Once the relevant response is submitted, this information is sent via API to the Aurum web services and CRM systems to update records

Results

+
Patient Engagements
+
Clinic Appointments Confirmed
+
Unique Patients
+
Clinic Appointments Changed
+
Queries Submitted
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