Case Study: Largest Multi-hospital Health System achieves a 9-point increase in "Would Recommend" HCAHPS and improved patient satisfaction with Stericycle Communication Solutions

Largest Multi-hospital Health System - Customer Case Study

Largest Multi-hospital Health System, serving over 1 million people with nearly 500,000 annual patient visits, identified a gap in post-discharge follow-up and wanted to improve HCAHPS satisfaction scores while reducing readmissions. To close that gap, the health system engaged Stericycle, using Stericycle Communication Solutions' post-discharge calling services to proactively contact patients after discharge.

Stericycle implemented outbound post-discharge calls across multiple units and, after a six-month analysis, patients who received calls rated their experience higher and the system saw measurable gains: a 9 percentage-point increase on the "would recommend" HCAHPS measure (83% vs 74%) and unit-level improvements exceeding 30 points on specific questions (for example, Discharge 76% vs 45%). Stericycle’s calling program also produced higher overall ratings (9.74 vs 9.70) and clear improvements in patient experience and HCAHPS performance.