Case Study: University of Maryland Medical Center reduces readmissions with NRC Health Care Transitions

How the University of Maryland Medical Center reduced readmissions and improved satisfaction scores with NRC Health’s Care Transitions program

The University of Maryland Medical Center (UMMC) wanted to reduce readmissions and improve post-discharge care, but its size, multiple campuses, and inconsistent unit-by-unit follow-up processes made internal outreach impractical. UMMC turned to NRC Health and its Care Transitions program to create a more workable post-discharge call process.

NRC Health’s Care Transitions solution used automated IVR calls to contact patients within 24–72 hours of discharge, standardize follow-up, and surface issues for timely intervention. In a three-month pilot across 11 units, NRC Health reached 1,020 patients and got 530 survey completions (52%); surveyed patients had a 13% readmission rate versus 28% for nonparticipants, and UMMC’s HCAHPS Care Transitions Composite rose 5.6%, with one key satisfaction measure increasing 11%.

University of Maryland Medical Center

Shawn Hendricks

Director of Medicine & Cardiac Services