Enhancing Relationships between Rural Healthcare Providers and Their Patients: Strategies and Approaches

In the summer of 2023, when a brawl between two semi-trucks tied up traffic on Interstate 70 in Colorado, the staff at Vail Health Hospital knew exactly how to respond. Being the only route for most patients to reach the hospital, the team sprang into action, utilizing a cutting-edge, HIPAA-compliant, patient-intake platform to text those with appointments that day, informing them of the temporary roadblock and the necessity to reschedule.

Chad Milam, the hospital's Director of Digital Strategy and Experience, explained that this advanced platform was one of numerous patient engagement solutions Vail Health has introduced, all seamlessly connecting to their electronic health records systems. With a large, rural patient population spread across two mountainous counties, the hospital has mastered the art of employing effective technologies catering to specific needs.

"Each patient's requirements vary - we need to be mindful of that," Milam said, stressing the system's commitment to maximizing convenience while enhancing the overall care experience. An example of this committed approach is using patient data to better understand their demographics and health history, so as to deliver targeted and relevant communication.

For those struggling to find their way around the hospital, Vail Health has introduced a new wayfinding tool. Hospital visitors can now simply scan a QR code with their phone to receive personalized directions to their destination based on their current location. Julie Jackson, the hospital's Chief Information Officer, shared that they're always looking to advance technology that improves healthcare delivery while keeping costs down.

Across Colorado Mountain Medical (CMM), a Vail Health network of primary and specialty care providers, they have recently adopted various patient-centered technologies, including a patient "accelerator" tool that alerts patients of last-minute appointment openings due to cancellations, and a real-time scheduling platform.

"We aim to put healthcare within your reach," Jackson said, affirming that this approach benefits everyone involved.

Rural America experiences unique struggles when it comes to healthcare access, with more than 70% of hospital closures occurring in rural areas over the past few years, despite rural residents being disproportionately older and sicker than their urban counterparts. In response, some healthcare organizations have focused on better community outreach and leveraging technology to do so.

The implementation of Electronic Health Records (EHRs) integrated with patient engagement solutions has proven successful. Mike Rowland, a telehealth specialist with the National Rural Health Resource Center, stated that these platforms help providers recognize when patients require appointments for routine care like mammograms or flu shots and can send them reminders accordingly.

One such example is Mammoth Hospital in California's Sierra Nevada, which turned to Oracle Health's Unified Consumer Communications solution in 2022 to address issues with high no-show rates and communication challenges during frequent weather emergencies. The two-way texting feature allows both providers and patients to connect, regardless of stormy weather conditions. In addition, automated appointment reminders have helped the hospital cut its no-show rate in half.

The University of Mississippi Medical Center (UMMC) developed the UMMC Center for Telehealth over two decades ago to improve access to care in rural and underserved communities across the state's 82 counties. Telehealth tools have been an integral part of meeting patients' needs in these regions, bridging the gap between urban resources and rural areas.

One remote patient monitoring program geared towards diabetes care uses glucose monitors that connect via Bluetooth to Apple iPad Mini tablet devices. The devices send blood sugar information directly to providers, freeing patients from the need for an internet connection. Furthermore, patients can communicate with providers via text, unwinding the traditional hurdle of waiting for appointments and clinic visits.

Tearsanee Carlisle Davis, the center's director of clinical programs and strategy, underscored the importance of technology and telehealth in addressing the critical challenges rural communities face in healthcare access. UMMC works tirelessly to ensure patients in underserved areas have a seamless experience by using telehealth to bring healthcare services into their homes and support local care providers.

Vail Health faces challenges in recruiting and retaining employees within their rural community. To overcome these issues, the hospital examines opportunities to augment the human experience through technology. By employing efficient patient engagement tools, including the wayfinding solution and phone tree service, they aim to alleviate pressure on staff, increase patient convenience, and optimize overall healthcare delivery.

"We don't simply use any solution – it has to be the right technology," Milam concluded.

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To address the unique healthcare challenges faced in rural areas, Vail Health Hospital has introduced various patient engagement solutions, including a wayfinding tool and targeted communication systems based on patient data, all of which seamlessly connect to their electronic health records systems.
In an effort to improve healthcare delivery while keeping costs down, Vail Health's Chief Information Officer, Julie Jackson, notes that the hospital continually strives to advance technology, such as patient accelerator tools, real-time scheduling platforms, and communication systems that leverage technology for community outreach, mental health, fitness-and-exercise, and nutrition services.
Recognizing the importance of technology in addressing critical healthcare challenges in rural communities, UMMC works to provide seamless telehealth experiences. This includes using remote patient monitoring tools for diseases such as diabetes, which rely on Bluetooth-connected devices sending blood sugar information directly to healthcare providers, eliminating the need for internet connections and streamlining patient-provider communication.

Enhancing Relationships between Rural Healthcare Providers and Their Patients: Strategies and Approaches