Engaging Complex Populations with Automated Outreach

Since 1970, Alacare’s mission has been to consistently exceed their customers’ expectations by maintaining an ethical, positive, efficient and financially sound workplace environment. By doing so, it allows their organization’s caring, multi-skilled and empowered employees to provide high-quality, home-based services through a system of clinically superior programs.

CHALLENGE

Patient engagement is a key element in providing quality patient care and reducing avoidable rehospitalizations. However, certain populations, like Medicare patients, can be difficult to reach due to limited use of technology. To achieve their mission to improve the health outcomes for their community, Alacare sought to engage all patients within and outside of their home visits. In order to implement a scalable program, the agency knew they would need to either hire more staff or turn to technology to meet their growing needs.

SOLUTION

Alacare selected CipherHealth’s episode engagement solution, CipherOutreach, to engage patients throughout their episode of care and beyond. The solution enables the agency to cost-effectively address resourcing and population challenges. With CipherOutreach, eligible patients are automatically enrolled in a five-call engagement program that begins 48-hours after the start of care. Patients who indicate an issue, such as worsening symptoms or questions regarding care instructions, are triaged to the appropriate staff member for timely resolution. Alerts help hold team members accountable and are escalated if an issue is not closed. The multi-call program engages with 100% of patients in the target population to proactively identify issues and to avoid an adverse event.

RESULTS

Since the implementation of CipherOutreach engagement technology, the agency has engaged 74% of Medicare beneficiaries called and provided assistance to those indicating an issue within 1 hour. Staff were able to prioritize patients needing assistance, ensuring their time was spent on the highest risk patients. Patients that engaged with the program were 50% less likely to be rehospitalized compared to those that did not engage, helping Alacare not only reduce avoidable rehospitalizations but develop targeted strategies to help further improve outcomes for their patient census. Based on these results, Alacare plans to expand the program to include tailored outreach to CHF patients.

Re-Hospitalization Rate for Alacare Home Health and Hospice

PRODUCT: Episodic Outreach, PROGRAM: Home Health Engagement, DATA PERIOD: Mar 2018 – May 2018