McLaren Health Care: How a Critical Healthcare Solution Go-Live Goes Virtual

Over the course of one year, four McLaren regions successfully launched PerfectServe. As the fifth and final phase of deployment began, covering about 630 beds across five McLaren sites, COVID-19 struck. Prioritizing patient safety, McLaren and PerfectServe pivoted the plan to a remote approach. Read what we learned.

  • Successful Remote Training and Launch
  • Increased Provider Engagement at Launch
  • High Volume of Messages Communicated
  • Unprecedented Flexibility and Team Collaboration

MemorialCare Orange Coast Medical Center: Streamlining Nurse Communication to Improve Key Outcomes

Orange Coast Medical Center, voted the #1 hospital in Orange County for the past four consecutive years, implemented PerfectServe’s CC&C solution to reduce variations in call-back time, minimize time wasted on phone tag, increase nurses’ time for direct patient care, and improve nurse and patient satisfaction.

Key Results:

  • Reduced Physician Call-Back Time
  • Increased HCAHPS scores.
  • Improved Nurse Satisfaction
  • Decreased Overtime Hours
  • Substantial Time and Money Savings

Park Nicollet Methodist Hospital: Cutting Readmissions by 32% With Provider-to-Patient Texting

 

Park Nicollet’s nurses were spending a significant amount of time calling patients and leaving messages, but readmission goals still weren’t being met. Working with PerfectServe, the hospital adopted a text-first approach to patient follow-up that drove significant improvements in workflows and outcomes.

Key Results:

  • Decreased Readmission Rate
  • Reduced Nurse Phone Calls
  • Increased Patient Response Rate
  • Highlighted High-Risk Patients for Immediate Follow-Up

UK HealthCare: Reclaiming 1,000+ Hours Per Year With Optimized Scheduling

UK HealthCare Hospitalist Division was spending substantial and costly time building provider schedules. As errors became commonplace and shift change approval rates plummeted, provider workload (and stress) was increasing. The hospitalist group recognized the need to address their complex provider scheduling demands with a more advanced solution: Optimized Scheduling powered by Lightning Bolt.

Key Results:

  • 82% reduction in time spent managing schedules.
  • Increased approval rate of time-off requests.
  • Better work-life balance and provider utilization.

Bon Secours Mercy Health: Combating the Opioid Crisis With PerfectServe

Fourteen private, church, university, and VA-based treatment centers were connected to Bon Secours Mercy Health through special read-only EHR access and PerfectServe’s advanced clinical communication solution. Treatment centers built on-call schedules within PerfectServe’s CC&C platform, which used intelligent routing to ensure that ED staff received timely responses.

PerfectServe helped Bon Secours Mercy Health achieve rapid rehabilitation referral through accurate and immediate communication between the ED clinical team and community-based treatment facilities. The initiative was a success, with a 50% increase in the number of patients in need receiving treatment, 36% decrease in overdose ED visits, and 34% decrease in opioid-related deaths.

Key Results:

  • Serviced the Only 3 Counties in Ohio to Decrease Opioid-Related Overdose Deaths in 2018
  • 4-Minute Average Patient Acceptance Response by Community Treatment Centers
  • Reduced Treatment Enrollment Timeline From 4-6 weeks to Hours
  • Significantly Improved Patients’ Likelihood of Therapy

Advocate Aurora Health: Streamlining Patient Transfers With PerfectServe

Advocate Aurora Health implemented PerfectServe’s CC&C solution systemwide as a core component of the Patient Command Center (PCC), a centralized hub that fosters the safe management and timely placement of patients across 3,500 total beds. Since launching in March of 2019, Advocate Aurora Health’s PCC has decreased “Ready to Move to Assigned Bed” time by 29%, expanded average capacity by 164 additional patients per month, and reached 89.8% acceptance for direct admissions.

Key Results:

  • Improved Patient Experience
  • Prevented Patient Leakage
  • Strengthened Patient Outcomes
  • Protected Organizational Revenue

Southwest Cancer Center: Reducing Answering Service Errors and Variable Costs in Group Practices With PerfectServe

Southwest Cancer Center reduced variable expenses and communication errors by replacing their live medical answering service with PerfectServe’s automated Answering Service solution with fixed-rate pricing, no hidden fees, and 24/7 dynamic routing and escalation capabilities. The center saved more than $1,000 per month while boosting provider satisfaction and patient experience by replacing their live medical answering service with PerfectServe’s Answering Service solution.

Key Results:

  • Reduced Patient Complaints
  • Increased Provider Satisfaction
  • Improved Patient Experience
  • Decreased Variable Expenses

Ridgeview Rehab Specialties department reduces no-show rate by 12.6% with automated text messages to patients

Problem

For years, Ridgeview Rehab Specialties was challenged with its no-show rate. Like patients at other medical organizations many of Ridgeview’s patients would forget about their appointments or experience last-minute conflicts and never reschedule.

After recording 6,264 rehab no-shows in 2016, leaders at Ridgeview explored ways to improve patient outreach and overall engagement without adding work for its staff.

Ridgeview realized that it could use new technology — specifically text messaging — to keep patients engaged and have fewer no-shows.

Results

Over a two-year period, Ridgeview Rehab Specialties used PerfectServe’s patient and family communication platform to reduce its no-show rate by 12.6%.

Generating an average of $175 per visit, Ridgeview Rehab Specialties reduced no-show rates by 792 visits, and estimates its total revenue recovery from 2016 to 2018 to be $138,600.

Other Ridgeview facilities are also using PerfectServe’s patient and family communications platform to reduce no-show rates, enhance patient engagement, reduce readmissions, gauge patient satisfaction and gather feedback from patients. As an organization, Ridgeview sends more than 235,000 messages to more than 100,000 patients each year to help them become more involved in their care and take charge of their health.

Solutions

After comparing vendors, Ridgeview Rehab Specialties chose to implement PerfectServe’s patient and family communication platform to improve patient engagement and reduce the no-show rate.

With PerfectServe, Ridgeview Rehab Specialties’ clinicians can send valuable appointment information to their patients via SMS, including:

  • Automated pre-encounter visit reminders, including scheduling and location details
  • On-demand messaging to alert patients of unexpected scheduling changes
  • Automatic recall messaging to request that patients rebook missed appointments
  • Automated patient experience and satisfaction surveys after an appointment

From a patient’s perspective, the secure text messages from Ridgeview Rehab Specialties are written clearly and it’s easy to respond. Staff using Perfect- Serve’s secure, web-based platform find it simple and intuitive. Clinicians log in on their desktops and have instant access to real-time data, including overall patient engagement dashboards and individual text message responses.

Since most of Ridgeview’s provider-to-patient text messages are automated — including visit reminders, rebooking messages and patient satisfaction surveys — staff don’t have to manually call every patient to remind him/her about upcoming appointments or rescheduling. Instead, they can focus efforts on the small percentage of patients who haven’t responded to text messages.

Ridgeview administrators use PerfectServe to see a global view of how patients are engaging with text messages including participation, response and click-through rates.

Learn More About Patient Engagement

Park Nicollet drops readmission rate by 32% with provider-to-patient text messages

After struggling to hit its readmission rate goals, Park Nicollet Methodist Hospital adopted a text-first approach to patient outreach for follow-ups that reduced readmissions and nurse workloads.

Problem

Readmission rates are a key factor in quality ratings and reimbursement levels, but lowering them can be a challenge.

While following up with patients post-discharge is a proven method of reducing readmission rates, getting in touch with patients over the phone is difficult and time-consuming. Park Nicollet’s nurses were spending a significant amount of time calling patients and leaving messages, but readmission goals still weren’t being met.

Joan Sandstrom, VP of primary care at Park Nicollet, knew a solution had to exist that was more efficient, allowed them to reach more patients and did not add to the nursing workload.

Solution

After searching for other patient engagement methods, Sandstrom and her team partnered with PerfectServe to implement an automated, text-first patient follow-up solution at Park Nicollet Methodist Hospital.

PerfectServe built a series of customized follow-up text messages that assess each patient’s risk for readmission. Rather than having nurses call each patient individually, the PerfectServe solution delivers this simple series of HIPAA secure text messages to medical patients automatically.

The PerfectServe online dashboard collects and analyzes every patient’s responses — and nonresponses — and automatically flags patients for follow-up. Nurses receive these notifications, which are then used to inform their patient engagement strategy.

With PerfectServe, nurses get a global view of how their patients are doing and how they should prioritize patients who need additional attention to reduce the likelihood of readmittance.

Results

Park Nicollet’s results showed that patients who received and responded to text messages were 32% less likely to readmit than those who were solely

contacted by phone. (These results are risk-adjusted to account for the relative complexity of each patient’s conditions.)

Overall, 70% of questions sent via text message received a response from patients, reducing the number of phone calls from nurses by 25%. PerfectServe made it possible to segment Park Nicollet’s patient population into risk categories, highlighting the 17% of cases that needed immediate follow-up.

These findings were presented at Park Nicollet Methodist Hospital’s monthly Readmission Council, and as a result of their success with PerfectServe, Park Nicollet elected to expand the solution to other hospitals in the system.

Piedmont Healthcare: Standardizing Physician Practice Communications With PerfectServe

Piedmont Healthcare implemented PerfectServe’s Answering Service solution as a means to consolidate third-party answering services inherited during expansion. By implementing PerfectServe’s Answering Service solution as the standard for Piedmont Healthcare’s 550+ physician group practices, Piedmont was able to consolidate its vendor footprint and reduce variable expenses resulting in a 21% cost decrease.

Key Results:

  • Reduced Variable Expenses
  • Improved Clinical Efficiency
  • Increased Provider Satisfaction
  • Streamlined Patient Experience