Lowell Community Health Center improves health equity through automated multi-language digital engagement
How a community health center improved digital engagement rates by 30% among patients with limited English proficiency
Lowell Community Health Center (Lowell CHC) is an independent, federally qualified community health center that serves the Greater Lowell, Massachusetts area. Lowell CHC provides access to high quality, culturally competent healthcare services for patients of all ages, cultures and backgrounds — regardless of their ability to pay.
“We recognize that at their core, patients are consumers — they expect ease and efficiency in our practices. Notable enables us to both meet this expectation and redirect our most precious resources to provide high-touch care when it’s needed most.”
patient satisfaction rating
digital completion rate
intakes completed in multiple languages
The challenge
Like many health systems during the coronavirus pandemic, Lowell CHC was challenged with how to effectively identify and engage eligible patients for the COVID-19 vaccine. In addition, Lowell CHC faced yet another roadblock: real-time communication with its diverse patient population — of which more than 40% are not native English speakers.
To improve equitable access to this life-saving vaccine, Lowell CHC partnered with Notable to digitize and automate patient identification, outreach, scheduling, and pre-visit intake workflows for COVID-19 vaccine distribution.
The solution
Lowell CHC leverages community health workers (CHWs) to engage patients through trusted, personalized outreach. Amidst this public health emergency, Lowell CHC identified the need to scale the capacity of each CHW to reach more patients in need of care. With intelligent automation — the combination of artificial intelligence (AI) and robotic process automation (RPA) — Lowell CHC saw an opportunity to expand capacity by eliminating repetitive, manual tasks that consumed a significant portion of CHW time.
Using Notable, Lowell CHC is automating and customizing communications based on social determinants of health such as language and literacy, to identify eligible patients and connect with them in their preferred language, about when and where to receive their vaccine.
