Case Study

A major public hospital system serving more than two million residents throughout Dallas County recently selected Mutare to provide an appointment reminder and outreach solution for their patients. When integrated with the hospital’s Epic Electronic Medical Record (EMR) system, Mutare’s Vital Link™ Patient Engagement module will receive newly scheduled appointments generated by the Epic scheduling system and, using the patient schedule and contact information, deliver appointment notifications and reminders as SMS text messages to the respective patients’ mobile devices.

With more than 84,000 ambulatory appointment reminders generated per month, the hospital expects the addition of SMS text messaging to further reduce no-show rates while improving patient satisfaction. “As people are increasingly turning to their mobile devices for their messaging needs, text messaging is quickly replacing email as the preferred method of communication,” says Mike Sorensen, President of Mutare Health.

“Considering that a single missed appointment can cost the hospital system anywhere from $50 to $225 depending on the nature of service, any solution that is convenient for the patient and reduces no-shows for an organization of this size will have a significant impact on its bottom line.”

Vital Link™ records all messaging activity in a database, including number of message sent, number and type of replies, and rate of message deliveries, for report generation and review.

In addition to Patient Engagement, the Mutare Health Vital Link™ platform includes capabilities for mass notification in the event of emergencies as well as a pager-replacing 2-way communication module for secure, HIPAA-compliant messaging between clinicians and care teams. Vital Link™ works with all major carriers and mobile devices.


Mutare’s communication solutions foster better patient engagement and regulatory compliance delivering competitive advantage for Accountable Care Organizations. Mutare’s unified messaging, smart notification and contact center services help healthcare organizations reduce costs, improve clinical collaboration and streamline workflow.