1Health, United States, 2012 with Special Feature on Emergency Care. CDC, May 2013 http://www.cdc.gov/nchs/data/hus/hus12.pdf#088 Accessed June 2014.22014 ACEP Polling Survey Results. American College of Emergency Physicians. Alexandria, VA. April 2014.378 Fed. Reg. at 276474Congressional Budget Office, “CBO’s May 2013 Estimate of the Effects of the Affordable Care Act on Health Insurance Coverage,” Table 1. http://www.cbo.gov/sites/default/files/cbofiles/attachments/43900-2013-05-ACA.pdf5Taubman SL, Allen HL, Wright BJ, Baicker K, Finkelstein AN. Medicaid increases emergency-department use: evidence from Oregon's Health Insurance Experiment. Science. 2014;343(6168):263-8. 6Weisman DS, Bashir L, Mehta A, et al. A medical resident post-discharge phone call study. Hosp Pract (1995). 2012;40(2):138-46.7Guss DA, Gray S, Castillo EM. The impact of patient telephone call after discharge on likelihood to recommend in an academic emergency department. J Emerg Med. 2014;46(4):560-6.8Patel PB, Vinson DR. Physician e-mail and telephone contact after emergency department visit improves patient satisfaction: a crossover trial. Ann Emerg Med. 2013;61(6):631-7.9Scaletta T. An Automated Wellbeing and Service Follow-up Solution That Facilitates ED Case Management. Presented at the 25th Annual National Forum on Quali-ty Improvement in Health Care. December 8-11, 2013, Orlando, Florida.

AUTOMATING EMERGENCY DEPARTMENT PATIENT FOLLOW-UPAN EASY WAY FOR EDs TO IMPROVE SATISFACTION, CARE AND EFFICIENCY

To learn more about SMARTworks® EffectiveResponse,visit www.standardregister.com/effectiveresponse.

Increasing volume Reimbursement Attention to satisfaction and wellness

Number of patients who visit an ED for every patient admitted to hospital

36% of inpatient stays of one day or less were found by CMS to have an improper payment rate - justification for the Two-Midnight Rule3

Prediction for when CMS will implement ED-CAHPS surveys

20154:1

12 MILLION

72% of ED physicians report feeling significant pressure to excel in the area of patient satisfaction2

48% of post-discharge patients found to have medication adherence issues6

Additional Medicaid beneficiaries are expected by 2016 as a result of the Affordable Care Act4

40% increase in the likelihood of Medicaid patients to use the ED as compared to similar patients not enrolled in Medicaid5

Increase in demand for ED services in the past fifteen years1

77% of ED physicians say their facility is not adequately prepared for significant increase in patient volume2

BENEFITS OF SMARTworks® EffectiveResponseEDs that automate patient follow-up improve:

Satisfaction scores Patient care Organizational efficiency

Change in Press Ganey percentile ranking for ED patients who were contacted post-discharge

compared to those who were not7

Satisfaction increases are similar regardless of whether patients are contacted by email

or by phone8

Reduction in observation admissions from the ED9

CHECK Follow-up with patients to ensure they are progressing appropriately and are satisfied with their care experience

MANAGE Identify super-utilizer patients for extra attention to more efficiently manage their care

ENGAGE Instantly alert providers to changes in patient well-being and to questions about post-discharge care

@

CHALLENGES

SOLUTION AUTOMATING PATIENT FOLLOW-UP

RESULTS OF IMPLEMENTING PATIENT FOLLOW-UP

34%

50%99th

28th

Patients called

Patients not called