Engaging inactive patients through personalized outreach Accelerating Adventist Health’s consumer experience Case study COVID-19 left care teams understaffed, stressed, and burned out, as patients’ expectations for their service, communication, and care continued to increase. These dichotomous realities have left consumers dissatisfied, with a significant majority reporting that they are unhappy with their healthcare experience. Even more telling is that more than half of healthcare consumers say they would switch providers if they were offered a better digital experience. With this in mind, Adventist Health recognized the need to implement a digital-first engagement strategy that would lift the burden off their care teams and meet the expectations for a high-tech, personaliz

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