Case Study: Edgewood Place at the Village at Brookwood achieves a 27% reduction in post-discharge issues and an 87% reach rate with CipherHealth's Voice and Echo

Transforming The Care Transition Experience for Residents with Follow-up Calls and Recorded Care Instructions

Edgewood Place at the Village at Brookwood, a skilled nursing facility, faced pressure to lower readmissions and boost resident satisfaction by proactively identifying and resolving post-discharge issues. To tackle this, they partnered with CipherHealth and deployed its care transitions solution—Voice automated follow-up calls and Echo personalized care recordings.

Using CipherHealth’s Voice and Echo, Edgewood Place made 2,373 call attempts during Oct 2015–Oct 2016 and achieved an 87% reach rate; more than a quarter of discharged residents received Echo recordings. Residents who accessed Echos were 27% less likely to have a post-discharge issue (22% issue rate without Echo vs. 16% with Echo), demonstrating improved engagement and reduced issues after discharge.