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Kristin Boone's Baird. You Make the Call - Healthcare's Mandate for Post-discharge Follow Up
About the Author
Acknowledgments
Introduction
Chapter 1. Why Create a Post-discharge Call Program?
Reason #1—Improve the patient experience (and, ultimately, patient satisfaction)
Exercise #1—Think Back
Think Back Exercise
Reason #2—Improve clinical outcomes and reduce readmissions
Reason #3—Deliver service recovery
Everybody Wins
Chapter 2. An Integral Part of the Care Continuum
Discharge Essential #1—Manage patient expectations
Discharge Essential #2—Use key words
Discharge Essential #3—Be clear about next steps
Discharge Essential #4—Include a follow-up plan
Chapter 3. Preventing Costly Readmissions
Readmission
New Focus on Patient Satisfaction and Avoidable Readmissions
Financial Impact
Exercise #2: Getting it done—steps for launching PD calls
Models for Structuring PD Calls
In-house Options
Case Example: New Mothers and Babies Benefit from PD Follow Up
Outsource Options
Weighing your Options
Building the Infrastructure: People, Process, and Place
Chapter 4. Designing Objective-driven Questions
Skills for Engaging the Patients
Types of Questions
Designing Objective-driven Questions
Exercise #3
Chapter 5. Follow-up Calls—Aligning Goals, Objectives, and Questions
Chapter 6. The Art and Science of Integrating PD Calls into Your System
Chapter 7. Knowing What to Track and Trend
Chapter 8. Turning Data into Action
Case Example—OB
Chapter 9. Moving from Encounter-Centered to Patient-Centered Care
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Author, consultant, and industry expert Kristin Baird is President/CEO of the Baird Group, a consulting firm dedicated to transforming healthcare culture and shaping the patient experience. This is accomplished by helping healthcare leaders first understand the patient experience within their organizations and then by guiding strategies to close the gap between the current reality and the desired service vision. Baird’s Model for Service Excellence incorporates strategy alignment, leadership development, and employee engagement, as well as frontline training on behavior-based standards.
Having been in the trenches of healthcare for over thirty-five years as a nurse and hospital executive, Baird speaks the language of someone who has “been there, done that.” A highly sought-after consultant, she works with individuals and groups from the frontline, medical staff, and C-suite, guiding them through culture changes with measurable results in patient satisfaction and employee engagement.
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When identifying what they needed at the time, answers are typically compassion, attention, empathy, reassurance, relief from pain, and information to help them understand their condition and treatment.
I love to do this exercise with healthcare professionals because it gets them back to the essence of the patient experience and reminds them that this is the state of mind of many of their customers. These emotions and needs are at the core of the patient experience. As healthcare providers, you need to keep this in mind as you care for them and as you prepare them to leave.
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