Case Study: Triad HealthCare Network achieves faster specialty scheduling and improved patient satisfaction with Proficient Health’s PH Exchange

Improving Patient Satisfaction with a New Referral Management Process

Triad HealthCare Network (THN) is a physician-led ACO of more than 900 practitioners in central North Carolina that struggled with fragmented communication across nearly 60 different EHRs, where faxing became the default for referrals. That breakdown led to appointment delays and poor scores for timely care — a survey found ~70% of primary care providers reported sending histories with referrals but only about one-third of specialists said they received them. To address this, THN engaged Proficient Health and its PH Exchange referral management solution.

Proficient Health deployed PH Exchange, a cloud-based EHR companion that enables secure online creation, management and tracking of referrals, built-in messaging, dashboards and analytics. THN standardized a single referral form and commitments (appointments communicated within 72 hours, consult reports within 48 hours); using PH Exchange they reduced scheduling delays, improved patient satisfaction, created a closed-loop referral workflow, and can now monitor referral volumes, response times and compliance ACO-wide.

Triad HealthCare Network

Elissa Langely

Chief Operating Officer