RelateCare, an Irish-American company, has established a third office in the United States within the Global Center for Health Innovation Business Showcase in Cleveland, Ohio, adding to their base in Boston and Cleveland Clinic Innovations. This partnership with the Global Center for Health Innovation signals their intention to continue on what is already an impressive growth trajectory.
RelateCare is fast-becoming a global leader in the design and implementation of patient access and patient engagement solutions, working with a number of leading U.S. based hospital systems including the Cleveland Clinic, Texas Children’s Hospital, Northwell Health and Stanford Children’s Health.
The RelateCare story began in 2009, when Conor O ‘Byrne, now CEO of RelateCare, was the lead consultant from Rigney Dolphin, a leading Irish contact-center firm, overseeing the centralization and redesign Cleveland Clinic’s Access to Care system. The Clinic wished to improve the efficiency of their contact center leading to better patient access to services and increased patient satisfaction.
Within a few years of this engagement, call answer rates rose to 97%, patient call satisfaction rates were at 95% and there was a 99% scheduling accuracy rate. In addition, physician utilization of scheduling templates increased 3%, appointment convenience increased 3% and physician visits rose 12%.
Based on the success of this work with Cleveland Clinic, RelateCare was formed in 2013 under O’Byrne’s leadership as a joint venture between Cleveland Clinic and Rigney Dolphin. Starting out with 5 employees in 2013, RelateCare began to offer consulting and specialized contact center services to other organizations. Now in 2016, just three years later, RelateCare’s employee number stands at 100.
The focus for RelateCare is on helping health systems bring care to patients when and where they need it, in a way that is safe, efficient and convenient across a variety of platforms. Services include a mix of technical contact center solutions and clinical telehealth programs, such as: Appointment Scheduling System Design, Telephony Design and Utilization, Contact Center Staff Training and Leadership Programs, Quality Assurance, Post Discharge Follow Up Programs aimed at reducing readmissions, Smoking Cessation Services and Nurse On Call Telehealth Solutions.
RelateCare maintains a strong working relationship with Cleveland Clinic, managing their Post Discharge Follow Up program and works with Cleveland Clinic Abu Dhabi to enhance the clinical contact center workflows. RelateCare also runs the Visiting Nurse Association Health Group of New Jersey’s Post Discharge Follow Up Program designed to ensure patients know their medications, are satisfied with their home care, and have the tools needed to successful stay healthy at home.
With a team of contact center experts, experienced Registered Nurses and highly-trained support staff, RelateCare offers a range of programs aimed at extending care beyond the four walls of the hospital and improving transitions of care.
The Global Center for Health Innovation in Cleveland, with its focus on the future of healthcare, offers the perfect platform for RelateCare as they continue to seek opportunities for collaboration and innovation in expanding access to care across the globe.