Before intervention, the hospital was losing referrals, revenue and physician relationships because of a disengaged, out-of-state transfer service. Intervention immediately decreased transfer denials by 50 percent; a year later, the hospital had no denials.
OU Medical Center achieved this improvement by centralizing the transfer center and patient placement center, prioritizing patients requiring higher-level services and implementing an escalation protocol for internal physicians who refused to talk with referring physicians. OU Medical Center also deployed new technologies to automate the transfer process and monitor the status of beds and physicians’ response to pages.
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