Stanford Children’s Health Case Study

Stanford Children’s Health Case Study

Client challenge

  • Ensuring their patient population could get access to exceptional care when they needed
  • Need to review their contact center operations and technology infrastructure
  • Parents and callers wanted a ‘one stop shop’ where all pre-requisites of their visit were completed or arranged before they got to the hospital

RelateCare’s solution

RelateCare performed a Current State Assessment of Stanford Children’s Health patient access strategy and contact center operations. Delivery of the Current State Assessment gave the client an in-depth understanding of the existing issues within their patient access model.

Based on these insights a number of work-streams were agreed upon:

Impact on client’s business

Throughout several work streams, RelateCare has succeeded in improving the performance of Stanford Children’s Health Patient Access Service Center.

1: Guided Scheduling Questionnaires

Since RelateCare implemented GSQs in Dermatology, Nephrology, Endocrinology/ Diabetes, Genetics and Otolaryngology, the time it takes to get patients scheduled has been reduced as a result of removing the extra step required for provider triaging. This has also given Neurology providers a much-needed resource: time.

10 hrs

a week of provider time saved


improvement in scheduling routine new patient referals


improvement in scheduling urgent new patient referals

2: Telephony

RelateCare led the implementation of Avaya’s Proactive Outreach Manager (POM). This now allows patients to select a communication preference for appointment reminders. In addition, patients will have the ability to flag their appointments for cancelation directly through the Avaya solution. These advances resulted in:

  • Lower Cost Per Contact
  • Improved Patient Response to Notifications
  • Potential Decreased No-Show Due to Missed Notification
  • Faster On-Boarding of Future Clinics and Departments

3: Workforce Optimization and Quality Assurance

Over the past year, a series of process improvements, training sessions, management coaching and a robust Quality Assurance program were developed and deployed by RelateCare within PASC. Specifically, RelateCare’s QA process has been a very useful tool for PASC over the past year. QA monitoring, coaching, one on-ones and manager feedback has helped the team meet the department standard.

increase in Overall Team Quality Score March-June 2015

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