Our recent post, Thinking Outside the QAPI Checkbox, explored how utilizing QAPI as a proactive, clinician- and patient-driven process leads to more meaningful improvement. Today, we are taking that idea further, illustrating the real-world impact of what happens when we drive seamless communication, take action on data, and implement structured after-hours nurse triage programs.
A prime example of this idea-to-action premise is one of our partner organizations, Partners in Care, a home health and hospice agency in Oregon. Partners in Care prizes patient experience above all else, and understands that clinician well-being lies at the heart of that mission. (Similar to the adage: Happy Nurses, Happy Patients)
Partners In Care is a prime example of what can happen when agencies integrate high-quality after-hours care into a broader quality improvement culture:
- Clear communication and thoughtful, applicable triage protocols helped prevent avoidable overnight disruptions.
- Routine, non-clinical call volume decreased. A thorough review of after-hours call data (volume, type of call, frequency) led to better patient education and daytime preparation.
- Clinician burnout dropped because nurses could rest during off hours, reducing emotional fatigue and improving job satisfaction.
- Access to licensed, hospice-trained nurses through after-hours triage support:
- Gave patients and families peace of mind during the most critical moments
- Gave field nurses peace of mind and the ability to “turn off” when they were off shift
- Gave patients and families peace of mind during the most critical moments
Results:
- Partners In Care scored 84% on the “Getting Timely Help” measure – well above the Oregon average of 74% and the national average of 77%.
- Partners In Care earned three consecutive 5-star CAHPS & HHCAPS ratings reflect good care and consistently excellent experience.
- IntellaTriage demonstrated the impact of high-quality after-hours clinical care on satisfaction metrics.
When quality improvement extends beyond compliance and becomes a commitment to patient-centered care at all hours of the day or night, the results are clear:
Better support. Stronger outcomes. True collaboration.
Keep an eye for the full Partners In Care Success Story – coming soon.
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