A complex case management clinical research project

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

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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