Читать книгу You Make the Call - Healthcare's Mandate for Post-discharge Follow Up - Kristin Boone's Baird - Страница 12

Many healthcare organizations have mission statements that speak to care, compassion, service, and quality. Part of living your mission or promise comes down to how you manage the entire patient relationship, including after discharge. People’s needs and vulnerabilities don’t stop as they are wheeled over the threshold or drive away from your campus. In their minds, they are your patients. It’s important to foster that relationship.

Regardless of the main reason you start a PD call program, hospitals have found that they benefit across all areas. Patients often appreciate being asked for their opinion. It makes them feel valued and appreciated. Whether their feedback is positive or negative, patients appreciate being asked. The very act of asking is good public relations and can cement a positive, lasting impression.

PD calls impact clinical outcomes by addressing medication questions and new or worsening symptoms. Calls can improve discharge teaching and clarify discharge instructions, improving patient satisfaction and avoiding costly readmissions. Providing a personal touch point within days of discharge can also help you identify star performers for recognition, understand any deficiencies in your system, and give patients a chance to answer the question, “How did we do?” They feel valued, and you get valuable insight. Everybody wins.