Cleveland Clinic Case Study

Cleveland Clinic Case Study

Client challenge

  • Attaining the buy-in from physicians across all departments
  • Developing scripts for individual departments, as the core questions needed to be tailored to each department
  • A poor answering rate existed when an urgent patient would be escalated to a phone in a department’s office

RelateCare’s solution

  • Designate a single nurse to be responsible for and available to answer urgent escalation calls at all times
  • RelateCare’s consultants formed a team with project managers from the Cleveland ClinicThis team, together with physician’s from Cardiac Surgery formulated “red flag questions” specific to cardiac surgery patients
  • RN’s would ask the discharged patients these questions in order to determine their health status 2-10 days post discharge
  • These questions comprised around 30% of the script, leaving the majority of questions standardized across all departments
  • Using the aforementioned process, the team formulated scripts that were unique to each department
  • From there, a patient was labeled 1 of 4 conditions: All clear, Emergent, Urgent needs attention, or Non-urgent needs attention
  • If a patient had urgent needs that required attention, they were escalated to a nurse practitioner so they can be assisted right away

Impact on client’s business


12.3%


readmission rate prior to the PDCBP (not contacted)

8.2%


readmission rate after the PDCBP had been implemented (contacted)

4.2%


decrease in readmission rates from patients who were contacted vs. not contacted

0
patients readmitted to the Cleveland Clinic’s HVI not contacted by PDCBP
0
patients readmitted to the Cleveland Clinic’s HVI when contacted by PDCBP


33.9%


decrease in readmission rates of patients who were contacted vs. not contacted

4.2%
difference in the percentage of readmitted vs. patients contacted/not contacted

91.8%
of patients that were contacted by the PDCBP were not readmitted into the hospital

9/10


In 2014, the HCAHPS scores were higher in 9/10 categories (except for ‘Quiet at Night’).


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