Journal of Health Care for the Poor and Underserved

Abstract:

Background. Prior to the COVID-19 pandemic, community health workers (CHWs) in our health system screened patients in-person for social determinants of health and connected them to community resources. However, when our CHWs were required to work remotely from home due to the pandemic, the best platform to optimize contacting these patients was unknown. This study sought to evaluate the effectiveness of three outgoing phone call approaches (*67, Google Voice®, and Doximity Dialer®) in successfully contacting patients. Methods. We performed a retrospective analysis comparing reach rates across the three outgoing call approaches. Results. Reach rates were highest when Doximity Dialer was used (64.0%, 95% CI: 58.8–69.0) compared with *67 (40.8%, 95% CI: 30.8–51.6) or Google Voice (53.2%, 95% CI: 48.4–57.8) in this analysis of 1,144 outreach calls. Conclusion. Due to higher reach rates, we recommend Doximity Dialer for phone-based outreach to patients. Additional research to improve the efficacy of remote outreach is warranted.