Читать книгу You Make the Call - Healthcare's Mandate for Post-discharge Follow Up - Kristin Boone's Baird - Страница 7

There are many reasons why organizations have embraced PD calls. The primary drivers are to improve the patient experience by maintaining a connection, supporting clinical objectives, and providing additional customer service opportunities. If you think about it, we are trained as customers to anticipate follow-up communication from service centers after our car has been worked on or from veterinary staff to check on our beloved pets. Why shouldn't we expect that someone involving human lives would want to know how we are doing after we've left their professional care?

Providers send out patient satisfaction surveys by mail, but nothing says “We're here for you” like a live conversation with someone showing concern within those first couple of days after discharge. Discharged patients want to feel somebody still cares enough to pick up the phone and call while maintaining a link back to their trusted caregivers within your organization. It brings a whole new meaning to the concept of providers making house calls.

Understand the Patient’s Frame of Mind

To help healthcare leaders and caregivers get into the mindset of their patients, I often use an exercise that I call the “Think Back” exercise. It’s simple and one that I encourage you to use in your own department or organization.