Edgewood Place-Skilled Nursing Facility

CHALLENGE

With increasing financial focus on value-based care and changing consumer expectations, skilled nursing facilities are seeking ways to proactively address resident issues including both clinical and satisfaction concerns. To ensure they stayed ahead of the curve, Edgewood Place sought an innovative solution to keep readmission rates low and resident satisfaction high by understanding and resolving patient issues.

SOLUTION

Edgewood Place implemented CipherHealth’s care transitions solution which seamlessly integrates automated follow-up calls with personalized care recordings. With CipherOutreach, Edgewood automatically calls 100% of discharged residents to promptly resolve any clinical or satisfaction issue. Residents with recorded care instructions can listen to their personalized Echo care recording through the automated call or by calling a designated number. The aim of the program is to decrease resident issues while demonstrating Edgewood’s commitment to keeping residents happy even after they leave the facility.

RESULTS

Since implementing CipherOutreach and Echo, Edgewood has made thousands of calls and maintained an impressive 87% reach rate with discharged residents. During this year, more than a quarter of residents received recorded care instructions with personalized medication and discharge information. The patients who accessed their recorded care instructions were 27% less likely to have an issue post-discharge.

Issue Rate for Discharged Residents

CLIENT: Edgewood Place at the Village at Brookwood, PROFILE: Skilled Nursing Facility, PRODUCT: Echo and Post-Discharge Follow Up, PROGRAM: Recorded Discharge Instructions, DATA PERIOD: Oct 2015 – Oct 2016