New Knowledge, Innovations & Improvements
Discharge Call Center- Innovative Practice to Improve Transitions of Care and Reduce Readmissions
Department: The Discharge Call Center was established October 2020 starting with six units at Jackson Memorial Hospital (WW6, WW7, WW10, WW12, WW14, and WW15) and expanding to 11 units, with four additional units opened at other Jackson hospital locations.
Purpose:
Post-visit phone calls are meant to assure safety, quality, and service to patients and families served. The calls allow staff to hear firsthand the status of recently discharged patients and confirm they have what is needed to return to wellness at home.
Research has shown when a patient receives a post-discharge call, it improves their compliance with their care instructions as well as their overall clinical outcomes. Patients also feel that the hospital and staff care about them when their care instructions are reviewed with them.
Discharge Call Center- Innovative Practice to Improve Transitions of Care and Reduce Readmissions
Department: The Discharge Call Center was established October 2020 starting with six units at Jackson Memorial Hospital (WW6, WW7, WW10, WW12, WW14, and WW15) and expanding to 11 units, with four additional units opened at other Jackson hospital locations.
Purpose:
Post-visit phone calls are meant to assure safety, quality, and service to patients and families served. The calls allow staff to hear firsthand the status of recently discharged patients and confirm they have what is needed to return to wellness at home.
Research has shown when a patient receives a post-discharge call, it improves their compliance with their care instructions as well as their overall clinical outcomes. Patients also feel that the hospital and staff care about them when their care instructions are reviewed with them.
The Benefits of Post-Discharge Phone Calls
- Confirms discharge instructions
- Clarifies medication instructions
- Reduces patient anxiety and establishes empathy
- Reconfirms discharge instructions
- Manages clinical outcomes
- Assists with reward and recognition of staff/physicians
- Allows opportunity for service recovery as appropriate
The Benefits of Post-Discharge Phone Calls
- Confirms discharge instructions
- Clarifies medication instructions
- Reduces patient anxiety and establishes empathy
- Reconfirms discharge instructions
- Manages clinical outcomes
- Assists with reward and recognition of staff/physicians
- Allows opportunity for service recovery as appropriate
People
The discharge call center facilitates more than 40 calls a day.
…….“Oh thank you for calling me back. I have been trying to reach someone from Jackson Memorial.”
……“ That showed me the hospital cares about patients’ health during and after discharge.”
……“ Thank you so much for everything you do and for checking up on me. I do appreciate everyone at the hospital, including the follow-up call.
Support Groups
People
The discharge call center facilitates more than 40 calls a day.
…….“Oh thank you for calling me back. I have been trying to reach someone from Jackson Memorial.”
……“ That showed me the hospital cares about patients’ health during and after discharge.”
……“ Thank you so much for everything you do and for checking up on me. I do appreciate everyone at the hospital, including the follow-up call.