Post-visit phone calls: Reducing preventable readmissions and improving the patient experience

Regina Shupe

Abstract


Post-visit phone calls reinforce discharge instructions, improve clinical outcomes (by extending care outside the walls of the hospital), and address the new urgency of preventable readmissions due to at-risk hospital reimbursement under the Affordable Care Act. And yet, new data released by the Centers for Medicare & Medicaid Services show stagnant performance on preventable hospital readmissions nationwide for heart attacks, heart failure, and pneumonia. This article offers guidelines for effective post-visit phone calls, describing how and when to make calls and suggesting recommended questions for post-visit calls. Appropriate goals for contact rates in various clinical settings, methods for ensuring staff compliance, and best practices to improve the patient experience and reduce preventable readmissions are identified.

 


Full Text: PDF DOI: 10.5430/jnep.v4n4p45

Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.

Journal of Nursing Education and Practice

ISSN 1925-4040 (Print)   ISSN 1925-4059 (Online)

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