Case Study: Champlain CCAC achieves efficient, cost-saving post-discharge follow-up and provincial standards compliance with Vocantas CallAssure

Champlain CCAC Patients Welcome Interactive Voice Response (IVR) Post-Discharge Calls

Champlain CCAC faced province-wide requirements to call discharged patients but found manual outreach resource-intensive and inefficient, since most patients were satisfied and did not need staff follow-up. To address this, Champlain CCAC implemented Vocantas’ CallAssure™ interactive outbound IVR solution to automate post-discharge contact and screen patients for issues.

Vocantas’ CallAssure™ automated calls screened discharged patients, flagged those with questions or concerns, and routed only those cases to staff—allowing Champlain CCAC to redirect staff labour entirely to patients who required assistance. The solution helped Champlain CCAC meet provincial standards of care, improved efficiency, generated significant cost savings by eliminating many manual calls, and was well accepted by both patients (including seniors) and staff.

Champlain CCAC

Paul Boissonneault

Director - Information Systems and Technology and Chief Information Officer