Case Study: Decatur Morgan Hospital achieves 13% better staff communication and 8% higher patient satisfaction with CipherHealth Voice

Decatur Morgan ED Experience Improving the ED through post-discharge follow up

Decatur Morgan Hospital, a 273-bed suburban hospital, faced rising concerns in its Emergency Department after HCAHPS data showed high rates of negative responses in communication with staff, overall patient satisfaction, and staff courtesy—issues made more urgent by CMS moving toward ED-linked reimbursement. To address this, Decatur Morgan partnered with CipherHealth to deploy Voice: ED, a targeted post-discharge follow-up program.

CipherHealth’s Voice: ED contacted 100% of ED discharges (15,782 patients) across Apr–Oct 2014, routing issues to designated staff and closing communication gaps in real time. The program drove measurable gains: a 13% improvement in communication with hospital staff, an 8% improvement in overall patient satisfaction, and a 4% increase in staff courtesy, demonstrating clear impact on patient experience.

Decatur Morgan Hospital