Discharge Phone Calls (Patient Callbacks) and Patient Satisfaction Solution

  • Promptly recognize a change in patient condition
  • Dramatically improve your patient satisfaction scores
  • Collect accurate and timely patient satisfaction data
  • Give your staff prompt feedback on their performance
  • Minimize complaints, claims, and lawsuits
  • Decrease hospital readmissions

We offer a turnkey solution for your hospital patient callback and satisfaction survey program. Our trained discharge phone call team, using our patient callback software in a secure environment, will contact and track your patients soon after discharge. Alternatively, you may lease our discharge phone call software if you prefer to use your own staff. We inquire about changes in the patient’s condition, whether aftercare instructions are understood, and if there were any impediments to follow-up. Any patient care issues are immediately forwarded to the individuals you designate. In addition, we collect patient satisfaction data and obtain specific feedback on the patient experience.

Our patient callback program can be used successfully for patients discharged from many hospital settings such as emergency departments, inpatient units, outpatient radiology, same-day surgery, cardiac cath lab, GI lab, etc.

It takes significant time without interruptions to perform great discharge phone calls, so adding this responsibility to doctors and nurses that are actively working in the clinical area is unlikely to be successful. Economies of scale and a significant investment in technology allow us to perform discharge phone calls at an affordable price. We can reduce the expense of internal hospital callback programs and eliminate the hassle of hiring, training, and supervising staff (we also offer a software- only solution for hospitals that prefer to utilize their own internal staff with our value-added services). In addition, your hospital can enjoy a positive financial return on its investment with an increasing hospital census, less time-consuming patient complaints, and less professional liability claims and costs.

Our discharge phone call and patient satisfaction service offers significant benefits for your hospital:

Improve hospital patient satisfaction

A patient receiving a discharge phone call will appreciate the well-being check and the opportunity to give feedback on their experience. This goodwill reflects well on your hospital's reputation. Several studies have shown the significant impact of patient callbacks for improving patient satisfaction scores. Post visit calls are also useful for service recovery as concerns can be promptly addressed and issues resolved before they lead to more formal complaints or litigation. A recent study in the Journal of Emergency Medicine noted that patients receiving a discharge phone call were more than 6 times more likely to provide the highest rating for "likelihood to recommend" than those who did not receive a discharge phone call: http://www.jem-journal.com/article/S0736-4679(13)01393-0/fulltext

Acquire accurate and timely patient satisfaction feedback

Each patient contacted can be asked to rate their overall experience and the performance of their nurse and physician, and to provide specific comments. We can also add additional custom questions. This information is aggregated and made available in detailed reports. Specific reports can be viewed for each individual physician and nurse. We also offer flexible email notifications to the individuals you designate (as well as the physician and nurse who saw the patient) for feedback on patient care and patient satisfaction. We can even send each physician and nurse a summary of the day’s discharge phone call results for all of the patients that they personally cared for.

Our call center patient satisfaction data offers increased accuracy compared to traditional mailed surveys, as our phone surveys offer:

  • Much larger sample size (expect patient callback completion rates of two-thirds)
  • Short lag before patient contact (patients typically surveyed 1-2 days after discharge)
  • Eliminate selection bias (a non-representative minority usually mail back patient satisfaction surveys)

Improve patient care and decrease liability risk

Patient callbacks improve clinical care, as a patient whose condition is worsening can be director to a hospital staff member or advised to return to the hospital before a potential bad outcome occurs. Patients with specific concerns or who do not understand discharge instructions can be channeled to a designated person in your hospital.
In addition, following any malpractice claim, if the patient was reached by the patient callback agent, the extracted data from the day after discharge could confirm patient was satisfied with the hospital visit, had a stable or improved condition, and had a follow-up plan or confirm that the patient was instructed to follow-up closely with their physician or return immediately return to the hospital. Having this information clearly documented can eliminate or significantly reduce any payout.

Improve quality and performance

Regularly engaging a large subset of your patients allows your emergency department to recognize what it is doing well and what needs improvement. This is why patient callbacks are a recommended best practice by the Robert Wood Johnson Foundation: http://www.rwjf.org/pr/product.jsp?id=29982

How is Emergency Excellence different from other organizations that offer patient callbacks?

  • Our proprietary patient callback software is very customizable and offers many advanced features
  • Our patient callback representatives operating out of our U.S. call center are meticulously trained and managed closely to ensure the highest quality
  • We provide a premium patient callback service - we do not utilize auto-dialers or other tricks that diminish the patient experience
  • We take patient privacy very seriously and utilize a variety of advanced security protocols
  • We are extremely dedicated to exceeding our client's expectations and those of their patients
  • Emergency Excellence is a physician-owned company that understands the unique needs of healthcare organizations

exex contact powerpoint presentation