Redeploy an existing clinical contact center to support population health with nurse triage services

 


Delivery Setting
Integrated Healthcare Delivery System, Physician Group

Customer Profile
An integrated delivery system’s existing clinical contact center

Business Problem
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.

Solution
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.

Results

  • 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

Let’s get started.

The first step: Getting on the phone to discuss your project.

Status:Go creates software for healthcare delivery organizations so they can improve operations, execute strategies, andtry new ideas.
 
We know healthcare, Salesforce, and how to get things done.
 
You’ve prepared your people for industry change with strategy. Now give them the tools to execute.

Project Experience

We’ve helped every type of healthcare delivery organization execute on a variety of strategies.

Status:Go creates software for healthcare delivery providers to improve operations, execute strategies, and try new ideas.

We know healthcare delivery, Salesforce, and how to get things done.

© Status Go, Inc.