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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.
HOW SAI WORKS
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.
Escalate feedback in real time to ensure quick resolution and better outcomes.
Follow up post-discharge to confirm understanding, address concerns, and document interactions in your EMR.
Capture meaningful data through tailored surveys and dashboards that improve HCAHPS and Press Ganey scores.
HOW SAI WORKS
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.
Escalate feedback in real time to ensure quick resolution and better outcomes.
Follow up post-discharge to confirm understanding, address concerns, and document interactions in your EMR.
Capture meaningful data through tailored surveys and dashboards that improve HCAHPS and Press Ganey scores.
HOW SAI WORKS
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.
Escalate feedback in real time to ensure quick resolution and better outcomes.
Follow up post-discharge to confirm understanding, address concerns, and document interactions in your EMR.
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 carecoordination.
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 carecoordination.
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 carecoordination.
How It Works
How It Works
Results:
100% patient coverage and documented outreach
Higher HCAHPS and Press Ganey performance
Improved care transitions and reduced callbacks
Increased reimbursements
01
At Discharge
PEL joins bedside rounds and sets expectations for follow-up.
02
Within 24 Hours
PEL conducts post-discharge call to confirm care understanding and identify unmet needs.
03
In the EMR
Every interaction is documented and accessible to the care team.
04
Escalation Protocol
Any concern triggers immediate escalation to the appropriate clinician.
05
Continuous Insights
Customized dashboards provide real-time analytics to support patient experience initiatives.
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.
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.
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.
HOW SAI WORKS
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.
Up to 30%
of reimbursements tied to HCAHPS
(CMS Value-Based Purchasing)
~23%
Typical hospitals reach only ~23% of patients post-discharge
Scrivas raises this substantially
HOW SAI WORKS
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.
Up to 30%
of reimbursements tied to HCAHPS
(CMS Value-Based Purchasing)
~23%
Typical hospitals reach only ~23% of patients post-discharge
Scrivas raises this substantially
HOW SAI WORKS
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.
Up to 30%
of reimbursements tied to HCAHPS
(CMS Value-Based Purchasing)
~23%
Typical hospitals reach only ~23% of patients post-discharge
Scrivas raises this substantially
Why Choose Scrivas
Feature
Others
Scrivas
HIPAA-compliant
✓
✓
Live, U.S.-based human phone calls
✓
Bilingual, locally recruited team
✓
Hospital-based operations
✓
Pre-discharge in-person rounding
✓
Real-time service recovery and call escalations
✓
Onsite, Hospital-based Patient Experience Liaisons
✓
Customized dashboards with real-time analytics
✓
No-risk, 30-day contract termination
✓
Proprietary AI-leveraged support
✓
Patient Care Navigator Solutions
✓
Why Choose Scrivas
Feature
Others
Scrivas
HIPAA-compliant
✓
✓
Live, U.S.-based human phone calls
✓
Bilingual, locally recruited team
✓
Hospital-based operations
✓
Pre-discharge in-person rounding
✓
Real-time service recovery and call escalations
✓
Onsite, Hospital-based Patient Experience Liaisons
✓
Customized dashboards with real-time analytics
✓
No-risk, 30-day contract termination
✓
Proprietary AI-leveraged support
✓
Patient Care Navigator Solutions
✓
Why Choose Scrivas
Feature
Others
Scrivas
HIPAA-compliant
✓
✓
Live, U.S.-based human phone calls
✓
Bilingual, locally recruited team
✓
Hospital-based operations
✓
Pre-discharge in-person rounding
✓
Real-time service recovery and call escalations
✓
Onsite, Hospital-based Patient Experience Liaisons
✓
Customized dashboards with real-time analytics
✓
No-risk, 30-day contract termination
✓
Proprietary AI-leveraged support
✓
Patient Care Navigator Solutions
✓
Value Added Services
Built by physicians.
Refined by experience.
Built by physicians. Refined by experience.
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.
Service Recovery & Escalation
Address patient concerns in real time.
On-Site Rounding
Reinforce communication and meet needs pre-discharge.
On-Site Rounding
Reinforce communication and meet needs pre-discharge.
Resource & Family Support
Coordinate materials, referrals, and family engagement.
Resource & Family Support
Coordinate materials, referrals, and family engagement.
Workflow & KPI Customization
Tailor processes and dashboards to your site's goals
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.up for high-volume clinics
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.
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.up for high-volume clinics
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.
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.up for high-volume clinics
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.
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, MD, FAAP, FACEP
Founder · Pediatrician · 20+ yrs practicing · Founded 2012
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, MD, FAAP, FACEP
Founder · Pediatrician · 20+ yrs practicing · Founded 2012
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, MD, FAAP, FACEP
Founder · Pediatrician · 20+ yrs practicing · Founded 2012
Reach out
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.
— Or —
Reach out
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.
— Or —
Reach out
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.
— Or —
FAQ
Frequently Asked Questions
Find answers to common questions about our product and services.
What is a patient experience liaison?
Do you avoid robocalls?
How does this service improve HCAHPS scores?
Who performs the calls?
Is this HIPAA compliant?
How soon can we launch?
Can we customize the feedback questions?
How does this integrate with Press Ganey?
What staffing models are available?
How do you handle critical issues?
Is analytics included?
Can this service scale for large health systems?
Are there any long-term contracts?
How do we get started?
FAQ
Frequently Asked Questions
Find answers to common questions about our product and services.
What is a patient experience liaison?
Do you avoid robocalls?
How does this service improve HCAHPS scores?
Who performs the calls?
Is this HIPAA compliant?
How soon can we launch?
Can we customize the feedback questions?
How does this integrate with Press Ganey?
What staffing models are available?
How do you handle critical issues?
Is analytics included?
Can this service scale for large health systems?
Are there any long-term contracts?
How do we get started?
FAQ
Frequently Asked Questions
Find answers to common questions about our product and services.
What is a patient experience liaison?
Do you avoid robocalls?
How does this service improve HCAHPS scores?
Who performs the calls?
Is this HIPAA compliant?
How soon can we launch?
Can we customize the feedback questions?
How does this integrate with Press Ganey?
What staffing models are available?
How do you handle critical issues?
Is analytics included?
Can this service scale for large health systems?
Are there any long-term contracts?
How do we get started?
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Scrivas ©2026 · All rights reserved.
Scrivas is proud to provide AI medical scribe solutions, medical documentation specialists, at-your-side scribes, medical assistants, and patient experience liaisons to hospitals, health systems, and practices across the United States — including Florida, Texas, California, New York, and beyond. Wherever you practice, our physician-designed solutions help you save time, improve compliance, reduce costs, and enhance patient satisfaction.
The SAI by Scrivas Newsletter
Sign-up for practical guidance on ambient AI in clinical practice, plus the latest from SAI by Scrivas.
Scrivas ©2026 · All rights reserved.
Scrivas is proud to provide AI medical scribe solutions, medical documentation specialists, at-your-side scribes, medical assistants, and patient experience liaisons to hospitals, health systems, and practices across the United States — including Florida, Texas, California, New York, and beyond. Wherever you practice, our physician-designed solutions help you save time, improve compliance, reduce costs, and enhance patient satisfaction.
The SAI by Scrivas Newsletter
Sign-up for practical guidance on ambient AI in clinical practice, plus the latest from SAI by Scrivas.
Scrivas ©2026 · All rights reserved.
Scrivas is proud to provide AI medical scribe solutions, medical documentation specialists, at-your-side scribes, medical assistants, and patient experience liaisons to hospitals, health systems, and practices across the United States — including Florida, Texas, California, New York, and beyond. Wherever you practice, our physician-designed solutions help you save time, improve compliance, reduce costs, and enhance patient satisfaction.