Are follow up calls truly effective in improving patient outcomes and satisfaction?
If patients do not comply with discharge instructions, or they fail to react to adverse symptoms, they can be candidates for costly re-admissions. Multiple studies have shown that simple follow-up phone calls to patients after discharge can result in: • improved prescription fulfillment compliance • identification of real and possible adverse events before they escalate • improved patient satisfaction and loyalty A single study illustrates the need for follow-up. A study of 361 discharged patients (CMAJ; February 3, 2004) concluded: • 23% reported at least one adverse event • Of the patients reporting an adverse event, 50% had an adverse event that was preventable or ameliorable • The most common adverse events were drug events (72%), therapeutic errors (16%), and nosocomial (contracted while in hospital) infections (11%) The study concluded that discharge telephone calls can be instrumental in managing adverse events.
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