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How the Health Systems Trust utilised WhatsApp to increase the effectiveness of their adherence programme

Looking to improve the efficiency of the adherence CCMDD programme, The Health Systems Trust understood the power and popularity of mobile platforms in South Africa. The HST WhatsApp for Business chatbot was created to help patients find their nearest clinic and medication pick-up points, connect patients and counsellors through live chat, and to further build a detailed database of chronic illness patients and their medication adherence behaviours. By utilising the trusted and popular WhatsApp platform, HST experienced their highest CCMDD sign-ups in a 12 month period, dramatically increased the efficiency of the CCMDD, and increased national medication collections by over 300%. The WhatsApp channel is now HST’s biggest digital engagement channel in company history.

Objectives

  1. Create a new primary channel to communicate & engage with patients

  2. Enable patients to find their nearest medicine pick-up point

  3. Enable patients to sign up to the CCMDD medicine collection + find vital health information about their chronic conditions

User Journey

  1. Save “+27785290646” to your contacts list

  2. Say “hi” to the Health Systems Trust WhatsApp Chat
  3. Complete the sign-up process and start engaging with the Get Checked Go Collect chatbot

Results

Patient Engagements
Average Engagements per Patient
Unique Patients
Collection Service Sign-ups
Medicine Pick-up Points Requested
Quiz Questions Answered
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