Average Daily Census: 233 (at time of publication)
Locations: Maryland, District of Columbia + Northern Virginia
“We’ve eliminated staff turnover by being proactive to implement strategies like an outsourced, nurse-based triage service.” – Joy Sexton, RN, BSN, Hospice Director
Challenge
When the Jewish Social Service Agency (JSSA) was a smaller organization, its nurses and case managers rotated through being on-call. However, after growing to an average daily census of nearly 250, this system was no longer sustainable. With the growth in ADC came an increase in call volume that the agency was ill equipped to handle – a nurse could be up all night with a patient while simultaneously trying to cover calls. JSSA needed a solution that was able to handle its high call volume and support its staff.
Solution
JSSA hired nurse-based triage service IntellaTriage to address its high call volume and provide customized care to their unique patient population.
Results
By partnering with IntellaTriage, JSSA has eliminated staff turnover: “It’s not like an answering service where someone takes a message and passes on the call – there’s real action behind this type of service,” Joy Sexton, Hospice Director explains. “ It helps us have better utilization of our on-call staff. There’s no replacement for having trained nurses answer our after-hours calls.”
JSSA has also seen higher CAHPS scores, an increase in staff retention and a boost to its bottom line.
Contact Us for a Consultation
Ready to optimize your triage process? Reach out to us today for a consultation tailored to your needs. Let’s elevate your patient care together.
More From The Blog
Every interaction with patients and families in home health and hospice care is crucial. However, the stakes are even higher during after-hours calls. Patients and their loved ones depend on timely, compassionate care to navigate complex health situations. After-hours is when the expertise of nurse triage becomes not just a convenience but a necessity for [...]
Starting September 30, 2025, the Centers for Medicare & Medicaid Services (CMS) will roll out the HOPE (Hospice Outcomes and Patient Evaluation) assessment tool, a game-changer in patient satisfaction surveys and quality reporting for hospices. Replacing the current HIS, CMS designed this new tool to provide a more comprehensive picture of each hospice patient's journey, [...]
The patient experience is at the heart of hospice care, especially during the vulnerable moments at the end of life. Timely access to compassionate, skilled support is essential not only for managing physical symptoms but also for ensuring emotional comfort for both patients and their families. The following stories illustrate how a simple difference in [...]
