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Heritage Living Center

12% Reduction in Rehospitalization Rates

Heritage Living Center in Conway, Arkansas, was awarded the HIMSS Davies Award for their success in reducing their return to hospital rates.

Female healthcare provider seated and reviewing data on a tablet device


Reducing avoidable rehospitalizations




16% rehospitalization rate in 16 months, 5% increase in occupancy

Heritage Living Center

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140 bed facility with short-term rehab and long-term care

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26 private rehabilitation suites

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Secure memory care neighborhood for individuals with Alzheimer’s and dementia

How PointClickCare Helped Us

Heritage Living Center, a Reliance Healthcare facility, was presented an opportunity to collaborate with a local hospital to reduce rehospitalization rates. At the time, their rehospitalization rate was 28%, but staff set an impressive goal of 15%. By identifying gaps among staff and processes, management came up with a plan to retrain their employees to ensure they recognized their value and wanted to be a part of the Heritage team. Administrators developed incentive programs, competitive games and a team approach to help staff recognize their role in reducing rehospitalization rates.

After identifying a breakdown in communication, the facility’s administrators developed a plan to ensure all staff were able to report a change in a resident’s condition using PointClickCare’s eINTERACT solution. “I think one of the opportunities that eINERACT provides is for our nurses, it prompts them through the clinical pathways, which makes them a stronger nurse without having to necessarily think about the next steps,” says Lauren Talbot, EHR Consultant for Reliance Healthcare.

As Heritage Living Center’s hospital readmission rates dropped, so did their staff turnover. The changes at the facility also resulted in:

  • Provider trust
  • Referral increase
  • Family trust
  • Better resident outcomes

After the successful implementation at Heritage Living Center, the project was rolled out at all Reliance homes, all of which successfully reduced their readmission rates.

If you’re interested in reducing your return to hospital rates and achieving the same success as Heritage Living Center, contact our team to discuss a specific solution customized for your needs.


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