How Hospice Brazos Valley Improved Patient Satisfaction with IntellaTriage

Agency: Hospice Brazos Valley (hospicebv.org)

Average Daily Census: 151 (at time of publication)
Location: Bryan, Texas

“Currently, our satisfaction scores for evenings and weekends are around 85%. When you look at the national data and the scores of our competitors in our market, we exceed both.”
– Martha Mozier, Vice President/Chief Operating Officer

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The Challenge: Nurse Burnout and Patient Dissatisfaction

Hospice Brazos Valley initially relied on a traditional answering service to handle after-hours calls. While functional, the service created significant challenges:

• Disrupted Care: Every call, regardless of urgency, was forwarded to nurses in the field. This disrupted nurses who were already providing critical in-person care.
• High Nurse Burnout: Constant interruptions left nurses feeling unable to deliver quality service to patients or callers, leading to frustration and burnout.
• Turnover Impact: Burnout drove high turnover rates, affecting patient continuity and care quality. According to COO Martha Mozier, “When you lose a position, by the time you go through recruiting, hiring, and training, the best-case scenario is six months before that nurse is fully trained and ready to go.”
• Patient Satisfaction: Inconsistent after-hours care negatively impacted patient and family experiences, further highlighting the need for a better solution.

Hospice Brazos Valley required a partner that could address these issues holistically: reducing nurse burnout, improving patient satisfaction, and streamlining after-hours operations.

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The Solution: Nurse-Based Triage with IntellaTriage

Hospice Brazos Valley partnered with IntellaTriage to implement a nurse-first, after-hours triage solution. IntellaTriage’s licensed nurses:

• Handled After-Hours Calls: Triaged patient calls based on urgency, ensuring that only necessary calls were escalated to field nurses.
• Improved Communication: Provided clear, real-time documentation in the agency’s EMR, ensuring seamless communication between after-hours and daytime teams.
• Supported Field Nurses: Offered an extra layer of support, enabling field nurses to focus on in-person care without unnecessary interruptions.

The Results: Transforming After-Hours Care

Since adopting IntellaTriage’s solution, Hospice Brazos Valley has experienced measurable improvements:

• Enhanced Patient Satisfaction: Patient satisfaction scores for evenings and weekends climbed to 85%, exceeding national averages and local competitors.
• Improved Nurse Recruitment: Candidates are consistently impressed by the additional support IntellaTriage provides. This has become a strong selling point during recruitment, helping the organization attract top talent.
• Reduced Nurse Burnout: With fewer interruptions during after-hours shifts, nurses report feeling more balanced and capable, leading to higher retention rates.
• Operational Efficiency: By redirecting non-urgent calls, the agency reduced strain on field nurses, improved care continuity, and saved costs associated with turnover.

Conclusion: A Partnership That Makes an Impact

Hospice Brazos Valley’s collaboration with IntellaTriage highlights the transformative power of an expert triage partner. By prioritizing nurse well-being and delivering exceptional after-hours care, they’ve set a new standard in their market.