Advancing patient communication with preference-driven changes CASE STUDY nrchealth.com2 THE CHALLENGE A tri-purpose need for patient intel In late fall of 2015, three internal committees at Carilion Clinic raised questions around patient-communication practices and preferences. First, at the executive level, there was interest in learning more about technology implementation at the physician practices—which tools had the most traction with patients? Additionally, a sub-committee of that group had been charged with the creation of phone protocols for Carilion’s call center and physician practices. And in yet another area of the organization, there was interest in learning more about utilization of and satisfaction with the patient portal, MyChart, in order to understand how to

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