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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