CARES™ Connect: Safer Transitions, Unexpected Benefits, and Lessons Learned
Hosted by:
- Alexandra Winters, Assistant Vice President for Patient Experience at Nuvance Health
- Audrey Page, Senior Vice President, Patient Experience Solutions at PRC
Nuvance Health knew the impact that meaningful post-discharge communication could bring to patient experience and safety outcomes, but amid staffing challenges and navigating a system merger, changes were needed to give patients the attention they deserve. This session covers the organization’s partnership with PRC in bringing CARES™ Connect to their hospitals, alleviating managerial burden with PRC’s trained team of call center agents conducting personal discharge calls and sharing insights back to their care teams. Topics explored include the initial CARES Connect onboarding, opportunities for improvement identified during calls, and its overall impact on Nuvance Health’s HCAHPS performance.
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The following is an OnDemand session from our Healthcare Experience Summit. View the full list of summit session recordings here.