Enhancing Family Communication and Reducing Staff Workload at Princeton Health Care Center
Sept 07, 2026 | Varsha Chaugai
"Before Engage⁺, we spent a lot of time fielding calls about appointments and routine updates. Now, many of those questions are answered through the portal."
– Christie Bailey, Director of Nursing, Princeton Health Care Centtre
Challenges
- Phone and Email Dependent Communication: All family updates handled through calls and emails, consuming 20–50% of nursing time.
- Consent Bottlenecks: 600+ consents collected via mail and phone follow-up cost the team over 100 hours and $500+ annually.
- Manual Scheduling Overhead: Care conference invitations sent by mail adding another 100+ hours and $500+ in time and cost.
Benefits of Using Evoke Health
- 50% Fewer Phone Calls: Families no longer call on general updates such as vitals, care plan etc.
- Vaccine Consent Responses in Minutes: Vaccine consents are obtained within minutes of sending.
- Postage Eliminated: Care conference invitations and Consents moved to a fully digital process.
- Greater Family Participation: Residents' families more engaged in Care Plan discussion.
- Automated Documentation: All notifications charted, reducing nursing time spent on documentation.
Introduction
Princeton Health Care Centre, a 120-bed skilled nursing community in Princeton, West Virginia, partnered with Evoke Health to improve family communication and streamline administrative tasks. Like many skilled nursing communities, the team at Princeton faced frequent phone calls from families seeking updates on care, medications, and appointments. Engage+, a resident and family portal integrated with PointClickCare, offered a modern solution to reduce this communication burden while fostering greater transparency and engagement.
The Challenge
Before introducing Engage+, the team at Princeton Health Care Center was regularly managing a high volume of inbound and outbound phone calls and emails with residents’ families. Many of these inquiries were routine, such as scheduling and confirming upcoming appointments and care conferences, understanding medication changes, updates on vitals, requesting general care updates, and providing verbal consents for vaccines. While staff remained committed to keeping families informed, these calls often disrupted daily workflows and consumed valuable time. Some families, particularly those closely involved in their loved one’s care, frequently sought detailed updates that went beyond what could be efficiently delivered over the phone. The traditional communication methods in place- emails, phone calls, and mail made it challenging to keep up with evolving expectations for real-time, transparent communication.
The Solution
To address these communication challenges, Princeton Health Care Center implemented Engage+, a resident and family portal that integrates directly with its existing PointClickCare system. The platform allowed staff to share real-time updates on appointments, medications, and health information with authorized family members, while also enabling secure, two-way messaging. The administrative team quickly saw the benefits of moving away from manual processes. Consent forms for vaccines, which previously required time-consuming coordination, could now be distributed and collected digitally. Similarly, monthly activity calendars and home-wide announcements were sent electronically with a click of a button, replacing paper notices.
The transition to Engage+ was smooth, with no additional burden placed on staff. The intuitive interface allowed both families and employees to adapt quickly. Although some families were initially hesitant—particularly older users concerned about technology—those who engaged with the portal found it convenient and valuable. Staff especially appreciated the improved appointment scheduling process, as the portal replaced a handwritten appointment book for care conferences, doctor visits, and medical appointments with a centralized, accessible system.
The Result
Since launching Engage+, Princeton Health Care Center has seen measurable improvements in how they communicate with families:
- Fewer calls, better focus: Staff have noticed a decline in incoming calls, particularly for routine updates, freeing time to focus on resident care.
- Increased transparency: Families appreciate access to appointment reminders and new orders, even if some still call for clarification.
- Streamlined consent collection: Mass communication and vaccine consent collection are now significantly more efficient.
- Improved staff coordination: Appointment tracking is no longer reliant on paper-based systems. All staff can view resident appointments in real-time.
Conclusion
Engage+ has enabled Princeton Health Care Center to reduce its communication workload, modernize its appointment and consent management processes, and strengthen family trust. While not every family has adopted the platform, those who have are more informed and engaged. The staff appreciate the efficiency gains, and the organization is better equipped to provide high-quality care with less administrative friction.
Interested in learning how Engage+ can transform family engagement and reduce communication burden at your facility? Contact us today!