mPulse Mobile Partners with CityMD to Engage Patients on Their Path Back to Health Across Over 85 Urgent Care Centers

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Scaling for growth, CityMD adds mPulse Mobile’s enterprise-grade, tailored text messaging capabilities to their patient engagement strategy to deliver a scalable and exceptional Aftercare patient experience.

mPulse Mobile

In our first eight months of using mPulse Mobile solutions, we have seen a phenomenal 60% response rate with interactive text messages as compared to 10% with phone calls. We are able to more effectively and efficiently engage our patients and deliver on our service commitment.

mPulse Mobile, the healthcare industry’s leading provider of mobile solutions for engaging and activating consumers, announced today that CityMD, the leading urgent care provider in the New York Metro Area, is leveraging their interactive text messaging capabilities to deliver high-reach Aftercare services, including referrals, pre-approvals, lab follow-ups and patient satisfaction surveys.

CityMD has grown by 43% over the past year organically and through their recently announced transactions to acquire STAT Health and First Med Immediate Medical Care. With this scale and the mission to provide an exceptional experience through high-quality medical care and convenient access, CityMD needed a solution to help reach and engage its patients post-visit to deliver effective Aftercare services that facilitate a quick path back to health.

“Providing an exceptional experience includes engaging our patients in a way that is convenient and easy for them,” said Ramu Kannan, Chief Information Officer of CityMD. “In our first eight months of using mPulse Mobile solutions, we have seen a phenomenal 60% response rate with interactive text messages as compared to 10% with phone calls. We are able to more effectively and efficiently engage our patients and deliver on our service commitment.”

The mPulse Mobile solution includes automated text dialogues that manage common Aftercare patient services that are sent automatically based on appointment types, lab results, referral needs and more. With 98% of text messages read and the convenience of using this channel, patient engagement is highest when delivered via text. In addition to creating a great patient experience, the mPulse Mobile solution is also helping keep the CityMD team focused on high-value activities such as inbound call handling rather than spending time making phone calls that go unanswered. With over 500,000 messages sent in eight months, that leads to a significant improvement in productivity.

“High volume, high scale healthcare services in urgent care settings require great care and focus on engaging patients to ensure their follow-up needs are met,” said Chris Nicholson, CEO of mPulse Mobile. “Partnering with a leader and intensely patient-centric organization like CityMD to deliver solutions that patients enjoy and engage with for improved health outcomes is core to our vision.”

To learn more about CityMD and mPulse Mobile at the upcoming HLTH: The Future of Healthcare conference:

About mPulse Mobile
mPulse Mobile, the leader in mobile health engagement, drives improved health outcomes and business efficiencies by engaging individuals with tailored and meaningful dialogue. mPulse Mobile combines technology, analytics and industry expertise that helps healthcare organizations activate their consumers to adopt healthy behaviors. With 9 years of experience, 70+ healthcare customers and more than a hundred million messages sent annually, mPulse Mobile has the data, the expertise and the technology to drive healthy behavior change.

About CityMD
Founded in 2010 by a passionate group of emergency medicine physicians, CityMD's mission is to serve its communities by providing an exceptional experience through high-quality medical care and convenient access. The company's unwavering commitment to treating everyone with respect and genuine kindness while offering exceptional services and a cost-effective alternative to the ER, has enabled CityMD to grow from one Manhattan practice to more than 85 locations in the greater New York Metro Area and Seattle, Washington. To date, CityMD has treated over 5 million patients.

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Paige Mantel
@mPulseMobile
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