WEST BEND, Wis. – Cedar Community began using CipherHealth’s Voice platform about a year ago and has already seen positive outcomes in rehospitalization numbers and workflow efficiency.
“This technology is making our job a little easier,” said Rachel Wood, RN manager for Cedar Community, a retirement community and rehabilitation facility. “There’s no way I could keep up on all of these calls myself. We’ve definitely seen the rate of rehospitalization drop, as well.”
The CipherHealth Voice platform is an automated call, text and email outreach system that Cedar Community uses to follow up with patients a few days after they go home, then at regular intervals up to three months. The automated calls, recorded in the voice of a Cedar staff member, ask patients customized questions about their care and alert staff of any issues for follow up.
In the past year, Cedar Community made a total of 2,810 calls with the system, engaging 94% of its discharged patients.
Wood said Cedar Community’s previous system of follow up included mailing paper forms to discharged patients, but responses were neither informative nor timely.
Cedar Community also uses the Voice platform to identify needs for home care services, allowing it to coordinate with home care agencies to schedule necessary visits.
“There’s a need for patient engagement, but resources are tight and staff is already busy,” said John Banks Powell, business development lead at CipherHealth. “That’s where we come in and add value.”
CipherHealth was rated as the highest performing patient communications vendor by health care IT research and insights company KLAS over the past two years, and its Voice platform was recognized as a top performer in multiple categories, including the most effective reporting and analytics tools.
Wood said Cedar Community plans to continue using the Voice platform and tracking outcomes.
“The technology helps us to know how well patients are doing or not doing,” she said. “If we can keep them out of the hospital, that’s good, but if they come back, it helps us to know why.”