automated patient engagement

SmartContact is an automated patient engagement solution that checks patients sent home after an outpatient encounter to uncover and address any well-being or service issues.

SmartContact was named one of the Innovations of the Year at ACEP 2014 (overall system) and ACEP 2017 (Provider Shift Report). Watch Megan Ranney’s endorsement in her ACEP 2018 presentation, ‘Must Know Digital Health for Emergency Physicians.’

The day after discharge home, a patient may develop new or worsening symptoms, have difficulty arranging follow-up, experience a medication reaction or share a service delivery concern. SmartContact overcomes this longstanding blind spot that exists after any type of ambulatory visit (e.g., emergency department, urgent care, endoscopy, minor surgery, etc.).

Watch this video to see how SmartContact sends patients a next-day survey in their native language by text message (or email) to briefly check in.

SmartContact is inexpensive and simple to initiate using any EMR. A limited-PHI data set is extracted each morning and automatically uploaded to a secure, partitioned cloud server. Clinical and service concerns are relayed to appropriate staff members according to each client’s preference. For the 2% of patients that report being worse after an emergency department visit, a brief phone call sorts out who can avoid a return ED visit (95%) and who needs to return to the ED (5%). Whether “heartburn" is looking more like angina or a young parent needs reassurance on ibuprofen dosing, patients love that the medical team is showing concern the day after discharge.

Give it a try by clicking into the Smart-ER Demo box to enter your email address and receive two example patient surveys.

AIM Module

The Active Issues Manager (AIM™) is an effective feedback loop for responding to aftercare gaps and service concerns. In the example below, the patient relayed concern with an IV start. By choosing the “Difficult Needlestick" template, a prewritten response is pulled up and can be modified as needed. So, closing the loop on an issue can take a matter of seconds.

Callback Module

Any internet-ready computer becomes a virtual call center for your staff to contact patients that have not engaged electronically. Phone numbers are automatically dialed using an internet telephony (VoIP). Since the questions are explicitly scripted and alerts are automatically sent, the callback staff requires no formal medical training.

Notification Alerts

When a patient reports an urgent medical concern or service complaint, built-in triggers will notify your staff in a variety of ways such a real-time email or fax. For less urgent issues, the item will be populated in the active issues manager (AIM™) module.

Issues are relayed to designated service line managers and directors in the specific manner each one prefers.


Reports are sent to individual providers two days after each shift and include performance metrics and patient comments while the case is fresh in mind allow for reflection and self coaching. Monthly, statistically-valid satisfaction reports are used  to reliably drive improvement.

Reports containing departmental demographics, assessment results, and staff performance are accessible to clients.


SmartER products comply with patient privacy and data security requirements defined by HIPAA and HITECH. Click here to view our HIPAA Privacy Policy.

Our cloud host has strict privacy controls, utilizes a vetted reporting mechanism, undergoes stringent audits, and is responsive to concerns. Client information is segregated on a single-tenant server and protected with multiple-layer passwords and strict authentication processes. Data integrity is assured by 256-bit SSL encryption and server authentication with extended validation certificates. The system is functional across multiple platforms including tablets and smart phones.

Clients have access to 24/7 technical support.

Origin of SmartContact

Watch a 2012 overview by Dr. Tom Scaletta, Founder and CEO of SmartER