Nurse-Led Call Back Program to Improve Patient Follow-Up With Providers After Discharge From the Emergency Department
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 pati...
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Online Access: | https://doi.org/10.1177/2374373520947925 |
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doaj-d77862bb62804bc9b15a77e249199a2f2021-01-05T01:06:04ZengSAGE PublishingJournal of Patient Experience2374-37352374-37432020-12-01710.1177/2374373520947925Nurse-Led Call Back Program to Improve Patient Follow-Up With Providers After Discharge From the Emergency DepartmentInes Luciani-McGillivray BSN, RN, CEN0Julie Cushing BSN, RN1Rebecca Klug MPH, RN2Hang Lee PhD3Jennifer E Cahill PhD, RN4 Department of Nursing, Massachusetts General Hospital Department of Emergency Medicine, Boston, MA, USA Department of Nursing, Massachusetts General Hospital Department of Emergency Medicine, Boston, MA, USA Department of Nursing, Massachusetts General Hospital Department of Emergency Medicine, Boston, MA, USA Biostatistics Unit, Massachusetts General Hospital, Boston, MA, USA Yvonne L. Munn Center for Nursing Research, Massachusetts General Hospital, Boston, MA, USAPhone 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.https://doi.org/10.1177/2374373520947925 |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Ines Luciani-McGillivray BSN, RN, CEN Julie Cushing BSN, RN Rebecca Klug MPH, RN Hang Lee PhD Jennifer E Cahill PhD, RN |
spellingShingle |
Ines Luciani-McGillivray BSN, RN, CEN Julie Cushing BSN, RN Rebecca Klug MPH, RN Hang Lee PhD Jennifer E Cahill PhD, RN Nurse-Led Call Back Program to Improve Patient Follow-Up With Providers After Discharge From the Emergency Department Journal of Patient Experience |
author_facet |
Ines Luciani-McGillivray BSN, RN, CEN Julie Cushing BSN, RN Rebecca Klug MPH, RN Hang Lee PhD Jennifer E Cahill PhD, RN |
author_sort |
Ines Luciani-McGillivray BSN, RN, CEN |
title |
Nurse-Led Call Back Program to Improve Patient Follow-Up With Providers After Discharge From the Emergency Department |
title_short |
Nurse-Led Call Back Program to Improve Patient Follow-Up With Providers After Discharge From the Emergency Department |
title_full |
Nurse-Led Call Back Program to Improve Patient Follow-Up With Providers After Discharge From the Emergency Department |
title_fullStr |
Nurse-Led Call Back Program to Improve Patient Follow-Up With Providers After Discharge From the Emergency Department |
title_full_unstemmed |
Nurse-Led Call Back Program to Improve Patient Follow-Up With Providers After Discharge From the Emergency Department |
title_sort |
nurse-led call back program to improve patient follow-up with providers after discharge from the emergency department |
publisher |
SAGE Publishing |
series |
Journal of Patient Experience |
issn |
2374-3735 2374-3743 |
publishDate |
2020-12-01 |
description |
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. |
url |
https://doi.org/10.1177/2374373520947925 |
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