Redeploy an existing clinical contact center to support population health with nurse triage services
Integrated Healthcare Delivery System, Physician Group
An integrated delivery system’s existing clinical contact center
An integrated delivery system was redeploying an existing nurse advice line into a centralized clinical contact center supporting managed patient populations with nurse triage services, clinical outreach, and after-hours primary care clinic support.
Status:Go created a comprehensive clinical contact center application that provides real-time clinical decision support for nurses.
The solution integrated Schmitt-Thompson triage guidelines, clinic information, patient insights, and electronic health record data of recent hospital discharges and documented care instructions from clinic settings.
Post-discharge follow-up phone calls are now tracked and reported to hospitals for quality purposes and nurse supervisors are able to audit outcomes and resource needs. In addition, the system allows contact center nurses to support the organization’s care coordination department during non-business hours.
- HCAHPS patient satisfaction increased following rollout of new post-discharge call process for high-risk patients
- HIPAA secure cloud-based platform enabled a work-from-home program that has led to increased employee satisfaction metrics
- The nurse advice and triage contact center provides 24/7 nurse advice coverage for 21 primary care clinics
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