This case study details how Kaiser Permanente partnered with mPulse Mobile to assess the impact of Social Determinants of Health (SDOH) on medication adherence in Medicare populations. Over two years, the team monitored refill and engagement rates across different segments of a population of over 99,000 Medicare members to assess disparities and build a framework for reducing them through Conversational AI.
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47,000+ chronic condition medication refills completed via the text channel
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92% of over 300,000 member responses handled via Conversational AI
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Stratified analysis of SDOH's impact on engagement rates and refill completion