Cleveland Clinic Innovations Collaborates with Irish Company to Spin Off Contact Center Solutions Provider

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RelateCare’s Appointment Scheduling System Designed to Improve Access for Patients

July 8, 2013

Cleveland Clinic Innovations and Rigney Dolphin today announce the launch of RelateCare, a new joint venture company that will provide contact center solutions – including appointment management and post-discharge communication – to health organizations in Ireland, Europe and the United States. The company offers a range of consultancy services, clinical programs and contact center systems to enhance the connection of patients with their providers.

Cleveland Clinic and Rigney Dolphin, an established Irish contact center solutions provider with more than 20 years of industry experience, collaborated to implement a centralized model for patient scheduling at Cleveland Clinic that increases patient access and improves accuracy in scheduling. RelateCare will utilize the expertise of both Cleveland Clinic and Rigney Dolphin for consulting services and AppointmentLogic™ – comprehensive patient scheduling guidelines developed by Cleveland Clinic. The company will create jobs in both Ireland and the United States.

“Communication is critical as we seek to improve value for patients while lowering costs. RelateCare is uniquely positioned to provide the tools and processes that will make healthcare providers more accessible to patients,” said Thomas J. Graham, MD, Chief Innovation Officer at Cleveland Clinic. “We’re pleased to collaborate with Rigney Dolphin, which has the experience and technological capability that enable RelateCare to provide structure for quality interaction between caregivers and patients.”

RelateCare offers site visits to Cleveland Clinic’s industry-leading call center, where organizations can explore and observe best-in-class practices. Post-discharge call programs are offered as part of its catalogue of patient contact services. The focus of these programs is on preventative care, timely intervention and patient education.

“Healthcare is embracing technology and telecommunications. RelateCare is utilizing old and new technologies to improve communication and achieve better outcomes for patients,” said Frank Dolphin, PhD, RelateCare Board Member and founder of the Rigney Dolphin Group in Ireland. “The RelateCare philosophy is to provide the right appointment with the right physician at the right place, utilizing clinically driven, technology-enabled appointment scheduling as a patient service. This will increase access, enhance patient satisfaction, reduce readmissions and improve efficiencies in its client organizations.”

About Rigney Dolphin

Established in 1990, Rigney Dolphin has grown to be one of Ireland’s premier indigenous contact center solution providers. Rigney Dolphin specializes in the provision of innovative and value adding contact center solutions to many blue chip organizations in Ireland and the United States. Rigney Dolphin was a Deloitte Best Managed company from 2009-2012 and employs over 700 people in contact centers in Waterford, Dublin and Derry (Northern Ireland). The company works with clients in several sectors including government, telecommunications, utilities, banking, automotive and health. Rigney Dolphin has been active in the health sector for a number of years and the team includes clinicians who are managing cohorts of patients remotely in a bid to improve patient outcomes and drive operational and economic efficiencies. Rigney Dolphin is part of the Irish Government’s Health Innovation Hub. Rigney Dolphin is also a steering committee member of Ireland’s new Connected Health Technology Centre – ARCH (Applied Research for Connected Health).

About Cleveland Clinic Innovations

Cleveland Clinic Innovations is the corporate venturing arm of Cleveland Clinic and is responsible for company creation, business development and commercialization of all medical technology throughout Cleveland Clinic and its Innovation Alliance partners which include hospitals and universities throughout the United States and i360 Medical, based in Dublin, and representing the Alliances in many parts of Europe. Since it was founded in 2000, Cleveland Clinic Innovations has filed over 1,600 patents, has more than 400 active licenses and has 57 spin-off companies that have received nearly $700 million in equity investment. Nearly 1,000 jobs have been generated as a result of Cleveland Clinic Innovations and its spin-offs, having a significant impact on the economic growth in Northeast Ohio.

About Cleveland Clinic

Cleveland Clinic is a nonprofit multispecialty academic medical center that integrates clinical and hospital care with research and education. Located in Cleveland, Ohio, it was founded in 1921 by four renowned physicians with a vision of providing outstanding patient care based upon the principles of cooperation, compassion and innovation. Cleveland Clinic has pioneered many medical breakthroughs, including coronary artery bypass surgery and the first face transplant in the United States. U.S.News & World Report consistently names Cleveland Clinic as one of the nation’s best hospitals in its annual “America’s Best Hospitals” survey. More than 3,000 full-time salaried physicians and researchers and 11,000 nurses represent 120 medical specialties and subspecialties. The Cleveland Clinic health system includes a main campus near downtown Cleveland, more than 75 Northern Ohio outpatient locations, including 16 full-service Family Health Centers, Cleveland Clinic Florida, the Lou Ruvo Center for Brain Health in Las Vegas, Cleveland Clinic Canada, and, currently under construction, Cleveland Clinic Abu Dhabi. In 2012, there were 5.1 million outpatient visits throughout the Cleveland Clinic health system and 157,000 hospital admissions. Patients came for treatment from every state and from more than 130 countries. Visit us at http://www.clevelandclinic.org. Follow us at http://www.twitter.com/ClevelandClinic.

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Joe Milicia, 216.636.5873, milicij2@ccf.org

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