A new system will help ensure patients better understand and follow their treatment plan after they’re released from the hospital.
Patient Call Manager is a web based program that stores names and phone numbers of discharged patients. The system assigns a nursing unit to make a follow up phone call to the patients within 24 hours after they’re released from the hospital. The unit’s charge nurse then assigns a floor nurse to call the patients to see if they understand their discharge instructions, are taking the proper medication and are following up with a physician as necessary. The nurse also asks the patient if he or she has any concerns or questions about their post-hospitalization care.
“This is part of our efforts to connect to the patients and give them the opportunity to ask additional questions or raise concerns that come up after they’re settled at home. It’s a priority to help us create the exceptional patient experience,” said Bayhealth Director of Patient Care Services Ann Keane, MSN, MA, RN, NEA-BC, CCRN.
According to Keane, patients who better understand and follow their treatment plan are less likely to be readmitted to the hospital.
“We give patients the tools they need to be successful at home, stay healthier and not be hospitalized again. We’re helping to improve their quality of care after they’re discharged,” said Keane.
Under Patient Call Manager, a nurse--- typically the nurse who provided care --- will call the patent between 9 a.m. and 9 p.m. the day after discharge. If the patient is not immediately available, Patient Call Manager will assign up to four calls within three days of discharge. The system has a 92 percent rate of successfully reaching patients after they’re released.
Patient Call Manager also assembles information in a database so that common patient concerns or questions may be tracked by theme or by nursing unit. This provides empirical data to assess opportunities for improving patient care.