Case Study: Hospice Brazos Valley achieves higher patient satisfaction with IntellaTriage

Hospice Brazos Valley raises evening and weekend satisfaction to 85% with IntellaTriage

Hospice Brazos Valley, a hospice care provider, faced significant challenges with nurse burnout and patient dissatisfaction due to its traditional after-hours answering service. Every call was forwarded to field nurses, disrupting critical in-person care and contributing to high turnover. This inconsistent after-hours care negatively impacted patient experiences. The organization needed a holistic solution to improve operations and chose to partner with IntellaTriage for its nurse-based triage service.

IntellaTriage implemented a nurse-first solution where its licensed nurses handled after-hours calls, triaging for urgency and only escalating necessary cases to field staff. This provided crucial support and improved communication via real-time EMR documentation. As a result, Hospice Brazos Valley saw its patient satisfaction scores for evenings and weekends rise to 85%, exceeding national and local competitor averages. The IntellaTriage solution also became a key recruitment tool, reduced nurse burnout, and improved retention and operational efficiency.

Hospice Brazos Valley