Nurse-Led Call Back Program to Improve Patient Follow-Up With Providers After Discharge From the Emergency Department

• Main Authors: Ines Luciani-McGillivray BSN, RN, CEN, Julie Cushing BSN, RN, Rebecca Klug MPH, RN, Hang Lee PhD, Jennifer E Cahill PhD, RN
• Format: Article
• Language: English
• Published: SAGE Publishing 2020-12-01
• Series: Journal of Patient Experience
• Online Access: https://doi.org/10.1177/2374373520947925

Phone calls to patients after discharge from the emergency department (ED) serve as reminders to schedule medical follow-up, support adherence to discharge instructions, and reduce revisits to already-crowded EDs. An existing, nurse-administered, call-back program contacted randomly selected ED patients 24 to 48 hours following discharge. This program did not improve patient follow-up (48.68%) nor reduce the ED revisit rate (6.7% baseline vs 6.0% postimplementation). Plan-Do-Study-Act methodology tested a modification to the existing program consisting of a second, scripted phone call from a trained volunteer at 72 to 96 hours postdischarge. Volunteers utilized a patient list and script, and nurses provided expertise to eliminate identified barriers to follow-up. Follow-up rate and ED revisit were monitored through the electronic medical record. A total of 894 patients participated between October 2017 and June 2018. Follow-up increased from 48.68% to 65.5% ( P < .0001) and ED revisit decreased significantly (4.5% vs 8.6%, P < .001). This innovative nurse-led, systematic postdischarge call-back program utilizing hospital volunteers increased patient compliance with post-ED medical follow-up while significantly reducing the rate of patient revisit to the ED within 7 days of discharge.