A Year of Impact: Advancing The Patient Experience & Workforce Well-Being in 2025

In 2025, post-acute care entered a new era of accountability and transformation. Hospice and home health providers faced the rollout of new quality measures, mounting documentation demands, and continued pressure from shrinking margins and workforce shortages. Families expected faster access and more compassionate communication, while clinicians needed real relief from after-hours strain.

At the same time, technology, particularly artificial intelligence, began reshaping how care is delivered and documented. Yet amid all the noise of automation, one truth became even clearer: innovation means nothing without humanity.

That’s where IntellaTriage leads.

As the nation’s leader in nurse-first triage, we are defining what “good” looks like in modern triage care. where technology supports, but never replaces, compassion. Our award-winning, HITRUST-certified IntellaHub platform gives our triage nurses the tools to respond faster, document seamlessly, and close the communication gaps that have long burdened home health and hospice operations. The result? Calmer patients, rested nurses, and stronger organizations.

Throughout 2025, our team advanced triage care delivery in ways that will set new standards for years to come.

Below, we outline 10 ways IntellaTriage made an impact this year by driving better patient experience, reducing the burnout that threatens workforce stability, and simplifying operations to support stronger financial performance for providers.

Together, these advancements move the post-acute industry closer to what matters most: a model of care that protects nurses, supports families, and ensures patients receive rapid, compassionate clinical expertise whenever they need it.

10 Ways IntellaTriage Made an Impact on Post-Acute Care in 2025

1. Doubling Census Without Sacrificing Quality or Timeliness

Growth is only meaningful if quality keeps pace with it. In 2025, IntellaTriage added new provider partners and helped existing providers expand their operations. The result of which doubled our census across all triage programs while maintaining:

• A ~37-second average speed-to-nurse
• Exceptional first-call resolution rates
• High patient and caregiver satisfaction scores

Why this matters to the industry:

• System capacity is a significant bottleneck during workforce shortages.
• Most agencies struggle to scale triage without burning out clinical staff.
• As patient volume increases, delays often follow, eroding trust.

The ability to scale without a decline in responsiveness sets a new bar for triage nursing support.

Mission impact:

Every patient receives timely reassurance, and every nurse receives protected recovery time even amidst dramatic growth.

 2. Growth of Patient Engagement and Care Team Coordination: Shifting Triage From After-Hours to All-Hours

2025 also marked the launch of IntellaTriage’s Patient Engagement Service and expansion of our 24/7 triage program, also known as Care Team Coordination, both of which support communication and clerical tasks that often derail nurses. Licensed nurse answer calls at any time day or night, and our system tracks, manages, and communicates:

• Order confirmations
• Pharmacy callbacks
• Medical equipment follow-ups
• Scheduling changes
• Clinical triage
• Message routing and documentation

Why this matters now:

• Quality measures emphasize consistent symptom management.
• Missing or delayed communication can drive rehospitalizations.
• Nurse morale suffers most from administrative friction.

By removing these friction points, field nurses can practice closer to the top of their license and are free to provide quality care, improving patient outcomes and satisfaction.

Mission impact:

When nurses spend more time caring for patients and less time chasing paperwork, patients benefit.

 3. HITRUST Certification of IntellaHub

Security and privacy are foundational to trust. In 2025, IntellaTriage achieved HITRUST certification across IntellaHub’s core infrastructure.

Industry benefit:

• Stronger confidence in interoperability
• Protection against escalating cyber risks
• Alignment with payer expectations

Patients expect their stories to be kept safe. Nurses expect system integrity. HITRUST certification demonstrates both.

Mission impact:

A secure environment protects both clinical data and the dignity of the patients behind that data. Provider partners can trust our system to enable secure information sharing and communication with their nurses and patients.

4. Strengthening Patient Engagement Programs

Our proactive outreach services expanded this year to include:

• Follow-up symptom calls
• Medication check-ins/monitoring within the Plan of Care
• Schedule tuck-in calls

Why this matters now:

• Crisis prevention reduces emergency department utilization
• Prepared caregivers feel more confident and safe
• Proactive symptom support is essential for quality outcomes measures

Mission impact:

Reducing fear and confusion is as meaningful as reducing pain and discomfort.

5. Continued Reduction in Nurse Burnout and Turnover

Internal surveys and client data showed:

• 88% of providers believe we have helped improve on-call nurses’ work/life balance
• 96% of providers believe this has resulted in better nurse retention
• Reduced resignations among providers’ clinical staff

Industry importance:

Burnout poses a significant threat to quality and employee retention. By absorbing after-hours pressure, we help agencies:

• Retain experienced clinicians
• Reduce costly recruitment cycles
• Improve continuity of care

Mission impact:

A rested nurse is more present, compassionate, and clinically sharp.

6. Continued Average Speed-to-Nurse (37 Seconds) During High-Volume Periods

Average speed-to-nurse remains a benchmark metric. In 2025, we:

• Held sub-one-minute response during peak seasonality
• Decreased escalation loops across agencies
• Elevated first-call resolution through triage specialization

Why this matters to patients:

• • Pain escalates quickly
  • Anxiety worsens with silence
  • Timeliness improves perceived dignity

Why this matters to caregivers:

• • They’re often exhausted, afraid, and unsure
  • Long waits can cause lasting trauma

Mission impact:

Seconds matter at the end of life or when a loved one is in pain.

7. Thought Leadership Across the Nation

In 2025, IntellaTriage contributed to:

• National Association for Home Care & Hospice programming
• State association conference education sessions
• Workforce resilience roundtables
• Interoperability panel discussions
• Budget optimization workshops during capital planning season

Why this matters:

Education lifts the industry, especially for providers navigating:

• Staffing shortages
• Quality measure impacts
• Rising after-hours demand
• Patient experience pressures

Sharing real-world insights prevents avoidable harm system-wide.

Mission impact:

Better-informed providers make better moments for patients.

8. Industry-Leading Data & Analytics Infrastructure

Late in 2025, IntellaTriage appointed its first VP of Business Analytics and expanded its analytics capabilities, built on over 750,000 annual calls.

This data informs:

• Staffing forecasts
• Escalation prevention
• Symptom trend analysis
• Visit routing decisions
• Budget planning

Why this matters:

Most agencies have zero visibility into after-hours triage patterns. Now, they can benchmark:

• When crises happen
• Why they occur
• Which actions prevent them

Mission impact:

Insight helps leadership protect both patient comfort and nurse wellness.

9.  Seamless Interoperability: Closing Gaps in Continuity

One of the most impactful advancements this year was the industry-wide push for direct interoperability between EMRs and third-party vendors for all services. In 2025, IntellaTriage launched a direct integration between IntellaHub, our proprietary triage platform, and Epic, one of the most widely used EHRs in the United States.

Why this matters to post-acute care:

• Nurses now access real-time patient records during after-hours escalation.
• Documentation flows directly into Epic, eliminating the need for manual transcription.
• Care handoffs improve significantly, resulting in a reduced next-day follow-up burden.
• Safety improves through visibility into allergies, meds, recent notes, and status.

For patients, this translates to an informed and confident nurse on the line.

For clinicians, it reduces administrative complexity and repetition.

Mission impact:

Better information = faster comfort, fewer errors, and more preserved emotional bandwidth for the nurse.

10. Continued EMR Integration Roadmap Progress

While Epic integration headlined the year, additional work progressed with:

• Increased Homecare Homebase integration with current clients
• Other major EMR integrations
• Secure data interoperability layers

Why this matters:

Every minute lost copying documentation or miscommunicating episodes is a minute of recovery stolen from a nurse or comfort stolen from a patient.

Mission impact:

Technology should remove friction, not create it.

 

A Year of Growth Rooted in Supporting People

Technology is only valuable if it supports the humans who use it; in our case, compassionate and knowledgeable nurses. Speed metrics are only meaningful if families feel calmer. Interoperability is only successful if nurses feel supported, rather than overwhelmed.

In 2025, we chose innovation that protects people.

Patients deserve:

• Immediate relief
• Clear communication
• Emotional reassurance

Nurses deserve:

• Time to breathe
• Sustainable workloads
• Systems that honor their skill

As 2026 approaches, we remain focused on one truth:

 

When we support nurses, patient experience improves.

Thank you to every partner, clinician, caregiver, and patient who trusted us this year. We are looking forward to continuing to support you, your nurses, and your patients in 2026 and beyond.