Case Study: Houston Methodist reduces readmissions and improves patient satisfaction with NRC Health Care Transitions

Large Texas health system utilizes Care Transitions to restructure patient follow-up approach and improve patient outcomes

Houston Methodist, a large Texas health system, needed a better way to conduct post-discharge patient follow-up. Nurses were asked to make the calls internally, but the process strained their time and comfort level, limited call volume, and produced fragmented data that made it hard to identify trends or improve outcomes.

Houston Methodist implemented NRC Health’s Care Transitions program, which uses IVR technology to reach patients within a day of discharge and route concerns to the right team. The solution helped the system improve patient satisfaction and reduce readmissions: Willowbrook Hospital saw a 2% increase in overall patient satisfaction, and Houston Methodist found that readmissions dropped from 12.5% for patients without a call to 8.0% for patients flagged for follow-up, making those patients 32% less likely to readmit.

Houston Methodist

Ashlyn Proske

Project Specialist, Physician’s Alliance for Quality