The transition from hospital to home is a particularly vulnerable juncture in patient care that requires significant oversight and checkpoints. In addition to the largely avoidable costs of readmissions, there is a significant patient safety issue associated with post-hospital care transitions.
CMS issued a proposed rule late last year in an effort to modernize and improve discharge planning and follow-up. CMS notes that, “post-discharge telephone call programs can improve patient safety and patient satisfaction, and may decrease the likelihood of post-discharge adverse events and hospital readmission. Post-discharge follow-up can help ensure that patients comprehend and adhere to their discharge instructions and medication regimens. Furthermore, post-discharge follow-up may identify problems in initiating follow-up care and detect complications of recovery early, resulting in early intervention, improved outcomes, and reduced re-hospitalization.”
We’re glad to see that CMS acknowledges the benefits of telephonic post-discharge follow-up, but it needs to be executed effectively in order to truly impact patient safety and improve health outcomes. That’s where Eliza comes in. Our post-hospital discharge solution is proven to reduce readmissions and improve patient outcomes, and here’s why:
- Our message is effective. We get results. Eliza conducted an outreach to patients who were recently discharged for a behavioral health event. Those reached by Eliza were 72% less likely to be readmitted than those who weren’t reached.
- Outreaches are timely and relevant. We follow-up with patients 24-48 hours post-discharge in order to quickly assess and address the most common drivers of readmission – whether they fully understand the discharge instructions, whether they’re following the prescribed medications, and whether they’ve scheduled an appointment with a clinician. Patients are also offered resources ranging from nurse advice lines, to health coaches and care managers, to emails with further information on post-discharge care. In the behavioral health post-discharge outreach discussed above, 57% of those asked, requested a follow-up email.
- We find people who need extra help. We are able to identify those who need a little support or a lot, and connect patients to appropriate resources quickly. Over 30% of those asked accepted a transfer to a health coach for additional support, and 40% of those who did not take the transfer, requested that a health coach call them back later.
- We’re efficient. Time is of-the-essence when contacting patients who have been recently discharged from inpatient care. Our automated multi-touch, multi-channel outreaches reach more people, faster and more efficiently than live callers or direct mail.
- We build patient trust and satisfaction. People appreciate that their provider or health plan care enough to check-in on them during a difficult time with some extra help if they need it.
Engage Eliza to connect your recently discharged patients to resources that can keep them moving forward on the road to recovery.