Health System Increases Answer Rate 34% With Branded Calling

When a major health system struggled to connect with patients, they knew something had to change. As one of the largest home health agencies in the region serving medically complex patients across a wide geographic area, their calls were too often left unanswered.

More customers picked up the first time when they recognized the branding

Unanswered Calls Created Barriers to Patient Care

Phone calls play a critical role in the hospital system. Staff use them to schedule home health appointments, obtain provider orders, and triage clinical symptoms. Yet patients frequently ignored these important calls. The reason was clear: the main phone number didn’t consistently display as the correct name, which lowered response rates and created barriers to care.

INFORM Changed Everything

That changed when the system discovered First Orion and its INFORM^® Branded Calling solution. “We were notified by colleagues who work with our Avaya phone system,” said the Director of Patient Access. “They told us about other entities using First Orion, which influenced our decision to partner with them.”

Answer Rates Increased 34%

After implementing INFORM^® Branded Calling, the health system experienced immediate improvement. Their patient reach rate rose by 34%.Now, when the health system calls, patients instantly recognize the trusted name on their screens, and they pick up.

“First Orion has helped improve our success rate in reaching patients so that services can begin more quickly,” said the Director of Patient Access.

With Branded Calling, the health system has turned routine outreach into meaningful connections. Patients answer with confidence, knowing their care team is on the line. This simple change helps the system deliver timely, high-quality care to the communities it serves.

Branded Calling Produces Better Health Outcomes

This health system isn’t alone in seeing big results with Branded Calling. Across the healthcare industry, First Orion has seen:

• 21% increase in answer rates on average.
• More critical patient communications reaching the right people.
• Fewer missed appointments, faster prescription refills, and improved care coordination.
• Better health outcomes, fewer rescheduled visits, and higher patient satisfaction.

Branded calling is proving to be a game-changer for healthcare organizations nationwide. Don’t let unanswered calls stand in the way of better patient care. Learn how INFORM^® Branded Calling can help your organization increase answer rates, strengthen patient relationships, and deliver critical communications faster.