Post Discharge Call Back Program
Post Discharge Call Back Program
2 PagesThe Client Cleveland Clinic is a global leader in health inno- vation and patient treatment. From 1995-2015 the Cleveland Clinic was rated #1 heart hospital by US News Report. However, new regulations under the Affordable Care Act included financial pen- alties for hospitals that readmit a patient within 30 days of discharge. The Cleveland Clinic sought a way to combat these potential fines through an effective Post Discharge Call Back Program. Before 2011, Cleveland Clinic’s PDCBP was de- centralized and locally managed by depart- ments. This additional responsibility given to RN’s negatively affected work efficiency and patient access. Cleveland Clinic engaged the services of Re- lateCare and their contact center experience to address this problem. Together, they established
