Lessons Learned: A Case Study on Nurse-Triage Solutions and Employee Health

Today’s businesses face many challenges concerning employee health. These range from which strategies to implement to manage health care costs to how best to engage employees in their health and keep them healthy. Navigating these challenges is especially difficult considering workforce shortages and escalating health care costs. According to projections from PwC’s Health Research Institute, health care expenses are anticipated to surge by 7% in 2024, surpassing the 5.5% increase observed in 2022 and the 6% rise in 2023.

One approach that companies to reduce health care spending while enhancing employee satisfaction is nurse-first triage solutions.  Bon Secours Mercy Health, a health system with 60,000 employees across seven states, serves as a best practice for this approach.

Prior to implementing a nurse-first triage solution, Bon Secours Mercy Health struggled with employees being unsure about where to seek medical treatment, often resulting in unnecessary emergency department visits and inflated health care costs. To tackle this issue, they partnered with Conduit Health Partners to establish a Nurse Access Line. This service enables employees to call registered nurses who assess their medical condition and guide them to the most appropriate level of care, whether it’s an emergency department, urgent care, primary care, or self-care.

This nurse-first triage service has not only reduced unnecessary emergency visits but also provided the convenience of 24/7 access to registered nurses, boosting employee satisfaction. The collaboration between Bon Secours Mercy Health and Conduit, along with integration with other vendors such as their healthcare advocacy provider, ensured a seamless implementation and optimized resource utilization.

Since its inception in 2020, the Nurse Access Line has handled over 35,500 calls, demonstrating its demand and effectiveness. The resulting decrease in unnecessary emergency visits has led to substantial cost savings for Bon Secours Mercy Health, while employee satisfaction with healthcare benefits has markedly improved. Laura Horn, Manager of Health and Welfare Benefits, summarized the success: “The nurse line has been invaluable for our health plan. Our costs have decreased, and satisfaction has increased. It has been a win-win.”

Read the full case study on how Conduit’s nurse-first triage solution decreased health care spending and increased employee satisfaction for Bon Secours Mercy Health.   

Contact us today to learn how Conduit Health Partners can help your organization.