Case Study: Sentara Healthcare achieves lower readmissions with CipherHealth automated outreach

Sentara Healthcare improves post-discharge outreach with CipherHealth, reaching 58% of patients

Sentara Healthcare, a 12-hospital system, sought to enhance its process for following up with patients after discharge. Their challenge was making this post-discharge follow-up process more efficient for their call center staff, empowering them to better identify and resolve patient issues. To address this, they worked with CipherHealth and utilized its CipherOutreach service.

CipherHealth implemented a hybrid solution where automated CipherOutreach calls were sent to patients. This approach allowed for multiple follow-up attempts and efficiently triaged issues, alerting call center staff only when a patient reported a concern. The results showed that automated outreach had a 58% reach rate and that patients engaged this way were 3.4 times less likely to be readmitted within 30 days compared to those who received only manual follow-up calls.

Sentara Healthcare