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March 1, 2024
FDA Updates
March 6, 2024mPulse
By engaging individuals with personalized and meaningful discussion, mPulse Mobile, the pioneer in Conversational AI solutions for the healthcare industry, delivers improved health outcomes and business efficiencies. The company helps healthcare businesses motivate their clients to adopt healthy behaviors by combining behavioral science, analytics, and industry knowledge. mPulse Mobile provides the data, expertise, and solutions to support healthy behavior change, with over a decade of experience, 70+ healthcare customers, and more than 150 million conversations annually.
Activate Your Population with Conversational AI. Conversational AI combines the company’s omnichannel messaging capabilities, a powerful Natural Language Understanding engine, and a machine learning-powered content recommendation engine. Because of the combination of skills, the top Conversational AI platform for healthcare has emerged. Beyond bots, start actionable dialogues. Their strategy is proactively initiating conversations with specific persons, aided by AI, and with language processing tailored to healthcare and the solution. Consequently, you’ll be able to have a more in-depth discussion about the critical issues with your customers. They use machine learning and a focus on measuring engagement and behavior change to constantly enhance their Conversational AI technology, enhancing the solution’s efficacy as your community participates. (1)
Activation Intelligence. The proprietary content analysis and recommendation engine at the heart of mPulse Mobile’s platform determines the optimal message to deliver to each person in a group.
Activation Profiles employ various client, public, and proprietary data sources to generate a quantitative picture of a member’s probability of engaging and acting. Members’ profiles constantly change as they reply, making the engine more accurate over time.
Orchestrate customized conversations: The solution matches everyone to the message content that will likely cause behavior change by comparing the member’s profile with the solution’s prioritizing.
Understanding Natural Language. Text messaging and other mobile mediums are designed to be conversational. Customers expect to be able to interact with brands. Natural Language Understanding (NLU) is essential for large-scale solutions where customers may respond in unexpected or straightforward language. Process unstructured replies — NLU reads and categorizes inbound communications using solution- and population-specific language domains.(2)
Continue the discussion. Once inbound communications have been classified, their health activation solutions can use Conversational AI or Activation Intelligence to provide the most appropriate response. Console of Engagement. By providing client employees with a secure, scalable, cloud-based dashboard for sending and receiving text messages, mPulse Mobile’s Engagement Console allows real-time 1:1 contact with healthcare consumers. This console is available as a solo engagement tool or as part of a more prominent solution. Employees can start discussions manually or take over automatic interactions that demand more attention. Enterprise-grade administrative tools, reporting, and adjustable permissions ensure that text is used correctly in support centers.
Mobile Engagement at the Enterprise Level. Their technology is based on an omnichannel message engine that can reliably manage large-scale healthcare outreach. Strong language support — the company uses the UCS-2 messaging template to accommodate all foreign alphabets. It can send SMS messages with up to 450 characters, with some alphabets allowing for more significant character counts. Individual-Level Preference Management — they keep track of each population member’s channel choices and manage opt-out compliance automatically.
Improving Refill Adherence in Medicare Patients with Tailored and Interactive Mobile Text Messaging: Pilot Study
Nonadherence is considered a big medical concern affecting around 50% of chronically ill patients, especially patients with Diabetes Mellitus, Hypertension, and other cardiovascular diseases. Patient nonadherence is associated with worse medical outcomes and multiple hospitalizations. Estimations show that at least one-third of Medicare Part D patients are not adherent to their diabetes, hypertension, and cholesterol-lowering drugs.
Text messages are considered a good strategy to improve patient adherence. However, few large-scale studies have been done to validate these benefits. Researchers developed a 3-month program to evaluate if interactive text message dialogues could improve medication refills in Medicare patients for this study.
The study used the mPulse Mobile system to text message patients 65 years old or younger with disabilities and compared their refill rates to a group that did not receive text messages. Both groups were exposed to other types of communication, like phone calls and emails.
Results showed a difference between the two groups. Using an independent sample t-test, a 14.07% higher refill rate was noticed in the group receiving text messages. These findings indicate that interactive text messaging could be used as a support tool to improve patient engagement. (4)
Impact of Social Determination of Heath on Medicare Refill Request
Health outcomes tend to be influenced by social factors like transportation, housing, or economic opportunity. This study tries to evaluate the use of the mPulse Mobile system to evaluate the refill rate, assess the influence of social determinants of health (SDOH) in medication adherence, and establish how patients interacted with the scaled-up messaging system.
Researchers developed a 2-year program where they evaluated 99,217 Medicare Part D members taking any of the four drug classes: Oral diabetes, blood pressure, statins, and direct oral anticoagulants. All patients were identified as non-adherent or borderline adherent at the beginning of the study. Patients received text messages and responded to those messages to validate their identity, review medication, and request refills. Patients’ SDOH factors were transformed into a numerical index and analyzed.
Results indicate that higher SDOH disparities decreased refill rates. SDOH factors influenced the response to text reminders. Ethnicity, race, language, and age influenced responsiveness and refill rates.
This information suggests that a conversational AI system can be used at a large scale and improve medication adherence and patient engagement.(4)
MPulse Uses Automated Text Messages to Alert Eligible Patients Regarding Their Products to Newer Versions
A call center operation is important to answer patients’ questions and complaints, order health supplies, and replace defective utensils. MPulse Mobile joined a health supplier to improve call center interactions with patients. The program aims to decrease patient inconveniences, reduce customer service waiting time, track shipment status, and ease the return process.
MPulse alerts diabetic patients when it’s time to upgrade their insulin pumps, as most of them need eligibility reminders. This is possible by text messaging customers instead of calling them. Thus, mPulse started sending text reminders about product eligibility in the hope of increasing patient awareness of their device status.
To measure the effectiveness of mPulse, a 30-day period of text effectiveness was measured. Results revealed a substantial improvement in reaching the patient through text compared to phone call therapy specialists. (4)
Blue Cross Blue Shield, partnering with MPulse Mobile, is used to improve medical adherence through text messages.
Medication adherence is essential to optimal patient outcomes. Yearly, in the USA, it is estimated that 30–50% of all chronic conditions record treatment failures due to non-adherence.
Blue Cross Blue Shield plans to partner with mPulse Mobile to strengthen the connection with their members by employing conversations to enhance medication adherence. The dialogue focuses on encouraging prescription refills and helps keep members on track with their treatment plans. Initially, a text message would notify the refill and additional reminders to the members that requested them.
Results showed that 23% out of 20,000 due members opted into the additional reminder program, revealing an 84% rate of refilled medications. (4)
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