Risk-stratified follow-up calls


risk-stratified follow-up calls cover

The challenge

Follow-up phone calls are generally used as a strategy to reduce readmissions. However, without a targeted approach, follow-up programs are unlikely to successfully reduce readmissions or be cost-effective.

The organization

Carolinas Medical Center (CMC) is an 847-bed major teaching hospital located in Charlotte, North Carolina.

The approach

Carolinas Medical Center established the CMC Link program, a telephonic management program targeted at heart failure and COPD patients. Patients are categorized based upon risk level. The frequency and content of calls varies based on risk category.

The result

Readmission rates were significantly lower for patients in the CMC Link program.

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