A complex case management clinical research project

for legally blind elderly patients requiring multiple preliminary visits with multiple specialists prior to surgery.

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Serva Health combined its powerful and fully customized case management platform, Retain3D™, and its versatile RetainACD™ call center platform to automate specialists’ communications and nurse case manager queues.

Once the communication complexities were automated, the Serva Health nurse case managers could focus on their 1-to-1 patient–caregiver relationships. This resulted in a dramatic decrease in pre-treatment dropout rates and an increase in specialist participation rates (from 40 percent to 95 percent).

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