Let Scrivas Improve
Your Patient Experience
Our Solution: Patient Experience Liaisons
Patient Experience Liaisons (PELs) are specially trained healthcare support professionals who partner with clinical teams to improve communication, enhance patient satisfaction, and support overall care quality. They conduct bedside rounding, complete follow-up calls, and address patient concerns in real time through service recovery. Acting as a bridge between patients, families, and providers, PELs help ensure that every patient feels informed, supported, and cared for beyond the clinical encounter.
The Challenge
Up to 30% of CMS reimbursements are tied to HCAHPS and Value-Based Purchasing metrics. Yet most hospitals reach only ~23% of discharged patients for post-care follow-up. Missed touchpoints can mean lost opportunities for service recovery, patient satisfaction, and revenue.
What PELs Do
Round with care teams to reinforce discharge instructions and identify issues early.
Follow up post-discharge to confirm understanding, address concerns, and document interactions in your EMR.
Escalate feedback in real time to ensure quick resolution and better outcomes.
Capture meaningful data through tailored surveys and dashboards that improve HCAHPS and Press Ganey scores.
Our Solution: Patient Experience Liaisons
Our Patient Experience Liaison program was built with hospitals in mind, integrating seamlessly into existing Patient Experience and Quality workflows. Scrivas PELs are specially trained healthcare support professionals who embed within your Patient Experience and Quality teams to improve communication, enhance patient satisfaction, and support overall care quality. They perform bedside rounding, follow-up calls, and real-time service recovery—bridging patients, families, and providers to strengthen care coordination.
How It Works:
At Discharge: PEL joins bedside rounds and sets expectations for follow-up.
Within 24 Hours: PEL conducts post-discharge call to confirm care understanding and identify unmet needs.
In the EMR: Every interaction is documented and accessible to the care team.
Escalation Protocol: Any concern triggers immediate escalation to the appropriate clinician.
Continuous Insights: Customized dashboards provide real-time analytics to support patient experience initiatives.
Results:
100% patient coverage and documented outreach
Higher HCAHPS and Press Ganey performance
Improved care transitions and reduced callbacks
Increased reimbursements
The Case for Patient Experience Liaisons
Hospitals are being measured more on how well teams coordinate care and how quickly needs are addressed. Patient Experience Liaisons meet that moment—closing communication loops at the bedside and after discharge so patients feel informed, supported, and confident.
Why This Matters For 2025 HCAHPS
Elevate Care Coordination
Consistent bedside rounding, clear handoffs, and discharge reinforcement with patients and caregivers.
Improve Responsiveness
Proactive check-ins and real-time escalation to the right clinician when needs arise.
Boost Survey Participation & Quality
Set expectations for completing the survey and verify contact details at discharge to support higher, more representative response rates.
How We Elevate Patient Experience
Our Patient Experience Liaison program was built with hospitals in mind, integrating seamlessly into existing Patient Experience and Quality workflows.
We go beyond phone calls by rounding with Patient Experience staff at the bedside, addressing issues before they escalate, and documenting encounters directly in your EMR.
Customized Feedback
Follow-up scripts tailored to each specialty for meaningful insights.
Proactive Surveys
Reach patients before formal ratings to capture authentic feedback.
Dedicated Liaison Team
Professionals trained to resolve patient concerns in real time.
Continued Care
Support that extends beyond discharge, improving trust and comfort.
Patient Navigation
Guidance for scheduling, referrals, and next steps after discharge.
Rounding Support
In-hospital specialists address needs before discharge to raise satisfaction.
Solutions Tailored For Your Challenges
Your Challenge
Scrivas Solution
Outcome
Patient Communication and Call Completion
Bedside rounding at discharge
Structured post-discharge follow-up calls
Patients and families feel informed and supported
Quality, Consistency and Service Recovery
QA oversight
Empathetic communication
Real-time escalation as needed
Concerns addressed promptly, consistent quality
Workflow Support
Bridge patients, families, and care teams
Post-discharge follow-up
Support bedside staff and offload nonclinical tasks
Clinicians focus on medical care, smoother care transitions
Staffing and Reliability
Rigorous hiring standards
Local, bilingual team
24/7, 365 Manager support line
Dependable, reliable support
Value Added Services
Beyond their core responsibilities, PELs can provide additional services that deepen impact and strengthen patient relationships:
Service Recovery & Escalation
Address patient concerns in real time.
On-Site Rounding
Reinforce communication and meet needs pre-discharge.
Resource & Family Support
Coordinate materials, referrals, and family engagement.
Workflow & KPI Customization
Tailor processes and dashboards to your site’s goals
Privacy & Security
All Scrivas staff complete annual HIPAA training and meet all hospital IT security requirements, including phishing and infosec modules.
On-site liaisons are visible to PX leaders for accountability.
Scrivas undergoes regular audits by the Privacy Office to ensure compliance and trust.
A Pathway to Deeper Impact: Patient Care Navigators
As programs mature, PELs can transition into Patient Care Navigators who:
Schedule follow-up appointments and close care gaps.
Reinforce care plans to reduce confusion and callbacks.
Connect patients to community and social-support resources.
Boost HCAHPS Scores
Hospitals and practices often miss post-care touchpoints, leading to low response rates and suboptimal HCAHPS performance.
Outreach calls to 100% of discharged patients ahead of the Press Ganey surveys
Real-time dashboard capture feedback before formal ratings are issued
Capturing feedback can start at the bedside before discharge, escalating concerns, and preparing the patient for the post-discharge call.
Optional post-discharge patient navigation assistant services
Hear from Our Clients
From our Founder
"As a physician-founded company, understand how critical timely feedback is—both for care quality and CMS reimbursement. Our Patient Experience Liaison Service delivers the same dedication and precision as our scribe programs, ensuring every patient voice drives improvement."
Dr. Fernando Mendoza
Founder & CEO, Scrivas
FAQs
A Pathway to Deeper Impact
Patient Care Navigators
As programs mature, PELs can transition into Patient Care Navigators who:
Schedule follow-up appointments and close care gaps.
Reinforce discharge and care plans to reduce confusion and callbacks.
Connect patients to community and social-support resources to improve long-term outcomes.
Ready to Transform Your Patient Experience?
Don’t wait for your next Press Ganey report to reveal gaps. Partner with Scrivas to close the loop, elevate satisfaction, and protect your reimbursements.