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Texas FQHC, Lone Star Circle of Care, has been dedicated to providing accessible care to their patients but as they were adjusting to VBC disruption, found themselves facing evident communication and care challenges.
Initially, Lone Star relied on automated calling and call centers, emails via SendGrid, and patient portals. But this left their patients running the gauntlet of a call center and excluded patients who didn’t have access to computers or data plans on their phones — something that conflicted with their mission of providing accessible care.
Lone Star was aware that, according to Pew Research, almost half of people earning under $30K per year didn’t have a computer at home and a full 20% didn’t have a smartphone. They knew text messaging would be key in supporting their patient communities. Investing in communication that aligned with their patient demographics meant a chance for the population health team to improve outcomes, drive operational efficiency through automated workflows, and increase reimbursements by achieving quality measures.