How CipherHealth Helped One Large Health System Drive Better Patient Experience Across Diverse Care Settings
↑8
out of
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Domains scored higher when patients received at least one nurse leader round
↑9
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Domains improved for patients with 7+ day stays who received a round
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Domains rated higher when post-discharge issues were resolved within 4 hours
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Domains scored higher when no post-discharge issues were reported
Building a Connected Patient Experience with CipherHealth
How one health system improved HCAHPS scores in 8+ domains, enhanced staff recognition and strengthened post-discharge satisfaction with CipherRounds and CipherOutreach
How CipherHealth Helped One Large Health System Drive Better Patient Experience Across Diverse Care Settings
↑8
out of
10
Domains scored higher when patients received at least one nurse leader round
↑9
out of
10
Domains improved for patients with 7+ day stays who received a round
↑8
out of
10
Domains rated higher when post-discharge issues were resolved within 4 hours
↑10
out of
10
Domains scored higher when no post-discharge issues were reported
Background
A not-for-profit healthcare system in the Pacific Northwest improved patient care and operations using CipherRounds and CipherOutreach. By standardizing and automating patient engagement across multiple facilities, the organization successfully enhanced patient experience, staff recognition and HCAHPS scores.
This initiative spanned diverse care settings, including the Emergency Department (ED), Same-Day Surgery (SDS), inpatient and behavioral health services. Through personalized, timely interactions during and after care, the organization strengthened patient engagement while also boosting staff morale—delivering thousands of positive patient messages via Caregrams.
The Challenge
The healthcare organization faced several challenges in improving patient experience and operational efficiency. With 18,000 employees across 10 hospitals, they needed a centralized, scalable rounding system to standardize patient engagement and improve care quality.
Additionally, they needed real-time patient insights and robust reporting to identify areas for improvement. Post-discharge, staff faced the considerable burden of making thousands of manual follow-up calls—without digital tools to help prioritize patients with the most urgent needs, limiting their ability to provide timely support.
Goals
The organization aimed to improve patient experience and reduce readmissions by standardizing rounding and streamlining post-discharge outreach. To achieve this, they implemented CipherRounds and CipherOutreach, solutions designed to provide real-time insights and drive data-informed improvements across the system.
By automating post-discharge calls to 100% of patients discharged home, they also sought to reduce staff burden, allowing care teams to focus on patients with the most acute needs while ensuring no patient fell through the cracks.
Solution
By partnering with CipherHealth, the healthcare organization standardized, automated and scaled patient engagement across multiple hospitals. Staff could now engage meaningfully with patients during rounds and post-discharge outreach, leading to fewer unnecessary readmissions and higher patient satisfaction.
Additionally, the two solutions also offered leaders insights into rounding and outreach trends to inform data-driven process improvements for the future.
Impact
Timely, personalized engagement during and after inpatient stays elevated patient experience and improved HCAHPS scores across multiple domains, while also highlighting key areas for further enhancement:
- Inpatient Rounding: Patients who received at least one nurse leader round via CipherRounds had higher top box scores in 8 out of 10 HCAHPS domains
- Extended Stays: Patients staying 7+ days with a round reported higher scores in 9 out of 10 domains
- Post-Discharge Follow-Up: Patients who reported an issue via CipherOutreach and had it resolved within 4 hours rated their experience higher in 8 out of 10 domains—and those with no issues reported issues scored higher across all 10
Beyond patient experience, CipherRounds also helped boost staff morale by delivering thousands of Caregrams—personalized messages of gratitude from patients. More than 8,900 Caregrams were sent, recognizing staff for their exceptional care and fostering a culture of appreciation.
Conclusion
By implementing CipherRounds and CipherOutreach, the organization created a more connected and seamless patient experience, leading to significant improvements in HCAHPS scores across multiple domains. This technology-driven approach enhanced responsiveness during rounding and post-discharge, reinforcing the organization’s commitment to patient care, safety and staff efficiency—all while reducing administrative burden on staff and reducing avoidable readmissions.
