Case Study: Sentara Healthcare achieves 3.4x fewer 30-day readmissions with CipherHealth Voice automated follow-up

Voice: Sentara Voice vs. Manual Calls Reducing readmission rates with automated follow up

Sentara Healthcare, a 12-hospital system, sought to improve post-discharge follow-up efficiency and effectiveness—its existing call center struggled to identify and triage patient issues. To address this, Sentara partnered with CipherHealth and tested CipherHealth’s Voice automated follow-up product against traditional manual calls.

CipherHealth’s Voice sent automated calls, flagged patients reporting problems, and allowed call center staff to make brief, informed follow-ups; Voice attempted 5,503 patients with a 58% reach rate. Patients first triaged by CipherHealth Voice had a 6.3% 30-day readmission rate versus 21.5% for manual calls (3.4x less likely to be readmitted), with shorter calls and more consistent multiple follow-ups.

Sentara Healthcare