The University of California, San Francisco (UCSF) set out to improve patient engagement and communication through a more scalable, data-driven approach.
Traditional methods such as phone calls and in-person follow-ups were time-consuming, costly, and difficult to manage at scale, particularly when handling routine communications like appointment reminders, medication adherence, and diagnosis-related messaging.
Working with Boomerang, UCSF implemented an automated, CRM-integrated SMS communication platform designed to streamline interactions between healthcare providers and patients.
A key challenge was overcoming the limitations of traditional SMS, where responses could not easily be matched to outbound messages. Boomerang’s patented threading technology solved this, enabling inbound responses to be automatically linked to the correct patient record and workflow, regardless of message sequence or volume.
This allowed UCSF to fully automate communication processes while maintaining accurate, real-time visibility of patient engagement. The system supports dynamic messaging based on patient data, enabling tailored reminders, behavioural prompts, and follow-up communications that adapt to individual needs.
The impact has been significant. Response rates exceeded 50% for medication adherence reminders and diagnosis-related messaging, demonstrating a high level of patient engagement.
Beyond efficiency gains, the platform has enabled UCSF to influence patient behaviour, improve adherence to treatment plans, and increase attendance at scheduled appointments. Healthcare providers can also rapidly evaluate responses and adjust messaging strategies in real time, ensuring communications remain effective and relevant.
Overall, Boomerang has helped UCSF create a more responsive, automated, and patient-centric communication model, improving both operational efficiency and health outcomes.