NVNA and Hospice Case Study

NVNA and Hospice Decreases Readmissions, Improves Patient Satisfaction with Telehealth 

NVNA and Hospice delivers high-quality care in the comforting environment of a patient’s home. In 2020, NVNA and Hospice celebrated 100 years of providing quality, certified home and hospice healthcare to communities across eastern Massachusetts (MA) and earned five stars in patient satisfaction.


NVNA and Hospice Logo


       NVNA and Hospice
     Organization Type:
       Home Health and Hospice
       PatientConnect Complete
       PatientConnect Core
       PatientConnect Mobile
     Data Period:
       January 2020 – December 2020

The ability to provide clinical virtual support and rapid multidisciplinary oversight to our patients was critical to our success during this COVID19 pandemic.

Cheryl Meyer Nelson, PT, MPH, GHC, CDP Clinical Manager Telemedicine Department

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In February 2020, Massachusetts recorded its first case of COVID-19. By mid-April, the state was averaging nearly 2,500 new cases per day. The rapid spread of COVID-19 and intensive care required for treatment placed strains on healthcare agencies already confronting numerous challenges including:

    • Significant workload and staffing challenges caused by a growing patient census and increasingly vulnerable patients
    • Rising hospital readmissions and ED visits spurred by an increase in chronic illnesses to over 4 million MA residents
    • Ballooning cost of care while adjusting to new PDGM regulations and quality metrics during a pandemic


In 2018, NVNA and Hospice partnered with Health Recovery Solutions to expand their longstanding telehealth program. The program goals were to reduce hospital readmissions and to cut the cost of care. Initially, the most at-risk patients were enrolled in the program, which provided 24/7 clinical support.

At the onset of the COVID-19 pandemic—while confronting new and difficult challenges—NVNA and Hospice rapidly expanded their telehealth program, broadening patient eligibility, leveraging mobile solutions, and increasing utilization of virtual visits.

3 Ways HRS Helped Expand the Telehealth Program:

    • Enhanced the clinical efficiency and communication between referring physicians and patients; patients reported daily metrics and clinicians could analyze trend reports, relieving the workload placed on field clinicians and reducing staff burden
    • Established COVID-19 protocol for at-risk populations, incorporating patient educational resources and custom risk alerts provided through RPM to prevent hospitalizations
    • Augmented in-home visits with HIPAA-compliant virtual visits, protecting clinical staff, maintaining PPE supplies, and reducing average cost of care and unexpected expenses


Throughout 2020, while facing extensive industry challenges and a global pandemic, NVNA and Hospice maintained an average 30-day hospital readmission rate of 5% across NVNA’s telehealth population. While drastically expanding the number of patient populations enrolled in the telehealth program, NVNA and Hospice received average patient satisfaction scores over 93%, with 90% of patients stating that they are more involved in their own healthcare as a result of the telehealth program.



30-Day Readmission Rate for Telehealth Patients


Average Telehealth Monthly Patient Census 


Number of Virtual Visits Performed During 2020