About Universal Health Services (UHS)
Universal Health Services, Inc. (UHS) is one of the largest and most respected providers of hospital and healthcare services in the nation with approximately 96,700 employees dedicated to improving people’s lives and transforming the delivery of healthcare. Through its subsidiaries, the company operates 27 Acute Care hospitals, 333 Behavioral Health inpatient facilities, 27 freestanding emergency departments and 21 outpatient facilities and ambulatory care centers in 39 states in the U.S., Washington, D.C., Puerto Rico and the United Kingdom. UHS also offers health insurance plans through Prominence Health and manages physician services through Independence Physician Management.
The Challenge
Universal Health Services (UHS), a leading hospital network with 316,763 acute discharges and over 1.6 million emergency department (ED) discharges annually, sought to enhance their post-discharge follow-up process to provide even better care for their patients. At selected hospitals, clinicians were conducting discharge follow-up calls manually, which, while effective, proved to be time-consuming and placed additional workload on clinical staff.
Facilities such as George Washington University Hospital, Texoma Medical Center and Summerlin Hospital Medical Center experienced especially high volumes of patient discharges. UHS recognized an opportunity to streamline their processes, allowing their dedicated clinicians to focus on delivering high-quality, compassionate care.
The Solution
UHS partnered with Hippocratic AI to deploy a safety-focused AI agent named “Daisy” for automated post-discharge patient outreach. Daisy proactively contacts patients discharged from the ED, acute care, and surgical departments within 48 hours, systematically reviewing post-discharge instructions, checking medication adherence, confirming scheduled follow-up visits, and screening for new or worsening symptoms. By seamlessly integrating with UHS’s Cerner system via a secure FHIR interface communication and care continuity is seamless.
