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


readmission rate prior to the PDCBP (not contacted)


readmission rate after the PDCBP had been implemented (contacted)


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

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


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

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

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


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

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