Post discharge call completion rates improve patient transition home from the hospital, reduce readmissions, and provide an opportunity to resolve issues quickly. From 2012 to 2016 Adventist Health Castle (AHC) a US healthcare provider and 2017 Baldrige National Quality Award recipient, met or exceeded achieves the Studer organisation’s benchmark of 80% (see Fig. 7.1-26).

BPIR Categories

15.2.4 Service performance e.g. quality/delivery/value
15.4.7 Employee efficiency/productivity performance

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