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Case Study
Client: Trinity Health

Reducing ED readmissions with CipherOutreach

Trinity Health – Saint Francis Hospital saves $3.6M with automated post-discharge outreach

Addressing high ED readmission rates with technology

Trinity St. Francis, a 617-bed hospital located in New England, addressed the challenge of high readmission rates in their Emergency Department (ED) by leveraging CipherHealth’s automated postdischarge outreach. The hospital sought to better support patient recovery at home and reduce complications by focusing on common post-discharge challenges. The technology’s ability to engage patients through personalized voice or SMS messages ensured patients received care coordination that was responsive. During the 12-month reporting period, centralized outreach and timely follow up significantly reduced readmissions and led to an estimated 3.6 million saved for the hospital.

Making connections with patients in a chaotic setting

Patients discharged from the ED often face significant hurdles, including issues with adhering to their prescribed medications, poor recall of discharge instructions, follow-up appointment setting and slow callback times from the hospital if they have questions. These issues can contribute to a higher likelihood of readmission. At Trinity St. Francis, the manual processes previously in place limited the hospital’s ability to scale effective outreach and provide timely intervention for patients.

Connecting with patients after a stressful experience

The primary goal was to minimize ED readmissions by expediting follow-up to patients post-discharge. In partnership with CipherHealth, Trinity St. Francis could scale their outreach with automated calls and messages to all discharged patients, allowing staff to promptly call back those who flagged an issue and support their successful recovery at home.

Caring for the whole patient

CipherOutreach enabled Trinity St. Francis to drastically improve outreach, callback timeliness and overall patient engagement. The technology allowed real-time alerts to hospital staff about patients needing immediate attention, allowing them to efficiently address patient concerns about medicine and care instructions before any escalation. It also meant staff could help patients make a follow-up appointment as needed and support continuity of care.

The program was specifically tailored to the New England patient population, with a special focus on using text messaging to better connect with younger generations to make sure they received consistent and comprehensive care. Additionally, the team worked to address the broader social needs by providing support for Social Determinants of Health (SDOH), such as access to community resources, soup kitchens and shelters, thereby enhancing patient success and safety.

Improvements to key metrics

Between July 2022 and June 2023, the use of CipherOutreach in Trinity St. Francis’ ED led to significant improvements, including:

  • A 30% reduction in readmission rates for patients who engaged with at least one clinical question during follow-up
  • An estimated 518 readmissions prevented and 2,849 patient days prevented
  • An average follow-up time of 2.8 hours for patients requiring intervention
  • A 53% reach rate among patients who answered any question on the initial voice call

The financial implications of reducing readmissions were substantial:

Trinity Health Casestudy Stat 2

Overall, the hospital’s holistic care model proved effective in not only reducing readmissions and cost savings, but ensuring patients felt connected and supported throughout their care journey.

Helping patients achieve better health outcomes

Trinity St. Francis’ implementation of centralized post-discharge follow-up reduced ED readmission rates, underscoring the transformative impact of automation to support patients once they have left the hospital setting and enhancing operational efficiency for healthcare staff. With CipherOutreach, the hospital not only accelerated its response to questions from discharged patients but also achieved significant cost savings. The estimated 3.6M in savings for Trinity St. Francis illustrates the tangible value of technology to bolster patient engagement.

Reduce readmissions and cut costs
Get Started