Case Study
Patient Access

Hackensack Meridian Health achieves 89% screening completion rate with with Fabric’s virtual assistant

March 21, 2021

About a year into the COVID-19 pandemic, New Jersey had nearly 900,000 cases of COVID-19 and 25,000 deaths. As the largest health network in New Jersey, Hackensack Meridian Health (HMH) provides care to people across the state.

Due to the ongoing COVID-19 situation, patients needed the most up-to-date information about the virus and community protocols. Fabric continually incorporated the latest facts to help HMH’s patients understand what action to take based on their symptoms.

The scalable screening offering gave patients immediate access to the information they needed, regardless of the time of day, day of week, or the number of users simultaneously using the service. HMH recognized this approach’s value
and flexibility over traditional solutions, such as call centers, ensuring they could meet their communities’ needs as the virus spread and developed over time.

Hackensack configured the screening to shorten patients’ experience, leading to a high completion rate and an expedited patient experience. The ease of the solution helped patients find the answers they needed and increased the likelihood of returning for future screenings.

Through the Fabric’s platform testing module, HMH used AI to allocate the limited testing resources among patients likely to have contracted COVID-19. Incorporating the vaccine module allowed HMH to quickly navigate patients to the State of New Jersey’s COVID vaccine eligibility and appointment scheduling information to manage the patient journey from initial inquiry to vaccine administration and follow-up. The software relieved admin staff’s burden, simplified the research and appointment scheduling for consumers, and kept patients safe.




Completed screenings


Screening completion rate


Testing module engagements

Gain capacity to care

Maximize clinical capacity, reduce administrative burden, expand access, and increase patient satisfaction.