233K
Calls Made
156,110
(67%) Calls Reached
23,416
(15%) Total Calls with Issues
99%
Issues Closed Within One Day
Improving Patient Satisfaction Levels in a Virtual Home Care Setting Using CipherOutreach
A patient told us: ‘We’re very pleased and very grateful for the wellness calls. Your people are doing a great job.’ I think this just shows how a program like this really rounds out the patient experience, not just in terms of data or patient satisfaction scores — but when you get a moment to take in their voices, you recognize how powerful and meaningful this type of touchpoint is for the patient.
233K
Calls Made
156,110
(67%) Calls Reached
23,416
(15%) Total Calls with Issues
99%
Issues Closed Within One Day
BACKGROUND
Penn Medicine Home Health created a variety of innovative virtual programs to ensure it met the evolving needs of patients in home care. The Wellness Call program in particular uses CipherOutreach as a low-tech solution to monitor patients’ statuses on days home health patients do not have appointments in the home or at Penn Medicine. The goal of the Wellness Call program was to detect changes in patients’ clinical condition and activity, and follow up on questions they may have for a nurse.
HIGHLIGHTS
- Following implementation of the Wellness Call program using CipherOutreach, Penn Medicine Home Health saw improvements in patient satisfaction scores across all domains, with a median increase of 0.7 points.
- The greatest increase in satisfaction scores occurred in the Staff Concern for Safety, Ease of Schedule Change and Helpfulness of Nurse domains.
