CASE STUDY | BEHAVIORAL HEALTH | PATIENT MEAL ORDERING

It started as a constraint. It became a model for the rest of the system.

UCHealth Behavioral Health nurses say taking patient meal orders is one of their favorite parts of the day.

When a new inpatient behavioral health unit opened without bedside phones, UCHealth turned a constraint into a breakthrough — achieving 99% nurse-driven app ordering and eliminating the need for a full additional call center hire.

About UCHealth

UCHealth is a 15-hospital health system based in Colorado. Jenna Sampson serves as Nutrition Systems Coordinator for the North Region, managing the nutrition software database across three hospitals including Poudre Valley Hospital in Fort Collins — home to the newly expanded inpatient behavioral health unit at the center of this case study.

The Challenge

A brand-new behavioral health unit. No bedside phones. A call center not built to absorb the extra volume. Something had to change.

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Solution & Results

Nurses armed with the Patient App on their iPhones. 99% of orders placed through the app. Zero added call center headcount.

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Looking Ahead

A proven blueprint. A six-month data collection pilot underway. And a plan to expand nurse-driven ordering across the entire UC Health system.

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