SS3 - Transforming Communication and Care Access with Data-Driven Outreach and AI - SOLUTIONS SPOTLIGHT

Edward M. Kennedy Community Health Center (EMKCHC) launched a system-wide effort to modernize patient communication and reduce inequities in access to care for its diverse, multilingual population across Central and MetroWest Massachusetts. Many EMKCHC patients face barriers linked to low income, Medicaid coverage, limited English proficiency, and higher risks for delayed preventive and chronic care. Legacy outreach methods such as printed letters, static web updates, and inbound phone reliance made it difficult for patients to receive timely information and created heavy workloads for staff. Long hold times, dropped calls, and low patient portal usage further limited self-service options.

To address these challenges, EMKCHC implemented a centralized, multilingual communication system that streamlines outreach, supports chronic disease and pediatric care programs, and provides measurable delivery results. The initiative uses targeted SMS campaigns, real-time reporting, and integrated cohort identification to reach patients in English, Spanish, Portuguese, and Haitian Creole.

Early outcomes show significant improvements in access, engagement, and operational efficiency. Highlights include a 47 percent reactivation rate at 60 days for diabetes, hypertension, and overdue well-child cohorts, more than 600 patient portal requests within two days after a single message, a reduction of a 15,000-letter mailing to 700 letters, and a dramatic drop in complaints about long hold times. High message deliverability and clear patient action pathways have strengthened trust and reduced friction across the care journey.

This initiative continues to evolve through expanded language support, additional cohorts, and ongoing evaluation of patient experience and operational impact.