EMERGENCY ROOM DECISION SUPPORT

Fifty-five percent of emergency room (ER) visits are for non-emergent situations.¹ Emergency Room Decision Support is a service that engages consumers after each emergency room visit to address factors that drive inappropriate ER use. 

This service leverages an outbound call model to reinforce the primary care provider relationship, educate ER users on ER alternatives such as NurseLine services, and refer individuals to relevant health management programs.

Features

• Identifies and engages individuals after each emergency room visit – up to five times during the course of a year
• Leverages both “live” nurses and automated voice call technology to engage consumers
• Refers to case/disease management programs and behavioral health services
• Connects individuals with primary care providers (appointment scheduling too)  

Benefits

Individuals who were engaged by ER Decision Support had a decrease in avoidable ER visits, while individuals who did not participate had an increase in avoidable visits.²  

¹ Mercer Global Investments, February 2007
² UHC fully insured claims analysis, 10/2007-06/2008