The Challenge
Texas Health Care Solutions lacked a clear, consistent way to measure patient satisfaction and respond to concerns in real time.
Follow-ups were handled manually, which made it difficult to reach every patient and address issues quickly. As a result, feedback often surfaced only when something went wrong – through public reviews that negatively affected CMS quality ratings.
The organization needed a proactive approach to gather feedback from patients, identify dissatisfaction early, and support individuals before negative experiences turned into public complaints.
Background
MemoMate partnered with Texas Health Care Solutions to transform how patient feedback is collected and acted upon.
Each time a patient transitioned home from the hospital, MemoMate automatically placed a short, personalized survey call to assess their recent care experience.
The survey focused on key aspects of the patient journey — including visit scheduling, practitioner attentiveness, symptom management, medication delivery, and overall satisfaction.
With thousands of patients transitioning home each month, Texas Health Care Solutions did not have the bandwidth to personally reach out to everyone. MemoMate bridged this gap by calling all new patients, collecting structured feedback, and automatically flagging urgent issues that required immediate follow-up. This allowed staff to focus their time on the patients and situations that mattered most.
All survey results were automatically organized in real time, providing leadership with instant visibility into patient experience and emerging quality trends.
Plan of Approach
- Automated Follow-Up: One day after being discharged from the hospital, each patient received a personalized call designed to capture meaningful feedback about their experience with the visiting nurse.
- Instant Escalations: Reports automatically flagged low scores and urgent issues for immediate attention.
- Zero Staff Lift: All calls, data capture, and reporting were handled seamlessly through MemoMate’s automation system.
Key Results
- 1,319 calls
- 436 patients reached (33.1% response rate)
- Average satisfaction score: 8.5 / 10
- Impact on Quality:Following MemoMate implementation, Texas Health Care’s CMS Quality Rating improved from 4/5 to a 5/5 — reflecting measurable gains in responsiveness, patient engagement, and service reliability.
What’s Next?
MemoMate will continue partnering with Texas Health Care to maintain real-time visibility into patient and family satisfaction through ongoing survey calls.
Next, dedicated hospice surveys will be introduced to capture feedback from families and patients with greater care and accuracy.
MemoMate’s AI insights will continue to help identify patterns across service lines, driving faster response times and consistent quality throughout the organization.
Testimonial
MemoMate completely transformed how we manage post-discharge follow-ups. We’re finally hearing from every patient, not just a few, and the insights helped us address issues faster than ever before. Since partnering with MemoMate, our CMS patient satisfaction rating improved from 4 stars to 5.”
— Yanir Shmaryou CEO Texas Health Care Solutions