Augusta Health has consistently seen above-average patient satisfaction scores, but was looking for a way to improve HCAHPS scores and earn top percentile ranks. In 2022, Augusta’s team partnered with PREMEDEX (now SCP Health) to offer a comprehensive post-discharge follow-up program as part of a six-month pilot project in coordination with the Virginia Hospital & Healthcare Association (VHHA) and VHHA Shared Services. After a successful implementation, Augusta Health saw an overall increase of 3.83% in its Hospital Rating, with individual domains seeing increases as high as 6.98%. Patients who answered calls during the program rated Augusta Health on average 5.60% higher than those patients who did not answer a call. Click here to read the full case study of the pilot project.