Patient call back information

Next week we will start doing patient call backs; all the other UHS FEDs and main ERs are required to do this and it is an expectation that we start.   I believe it will be good for our patient satisfaction and to get real time feedback on our successes and opportunities.  We will start at TSQ and do some together, eventually we will call back the UHS goal of 50-60% and be doing them at GST as well.    It sounds daunting but really shouldn’t take long and all the staff in the building will help!  I have attached the process.   The night shift CN (which is Gail right now 😊) will print out the list and highlight the ones to be called using the criteria in “step 3”.    Gail, if you will show the other night shift staff how to do this as you work with them that would be great.  Until then the day shift can do it if Gail doesn’t work the night before…I’ll help!

Below is how you print out the list:

1)      Highlight the XXX All Beds - Nrs tab

2)      Click on the paper icon as circled below

3)      Pick the “Activity (EMTALA) Log”

4)      Parameters as below (ex is TSQ, of course GST would pick GST options)

5)      Nights:  Print the patient list and highlight the patients to call back using the step 3 criteria:

                                                               i.      Patient with a discharge LOS> 4 hours

                                                             ii.      FED Observation status patients

                                                           iii.      Discharged Diagnosed patients that are high risk HF, CHF, Renal, asthma etc

                                                           iv.      Pediatric patients

                                                             v.      Patient older than 75 years

                                                           vi.      AMAs

                                                          vii.      LWBS

6)      Days:   Determine how many staff are available to do call backs and divide up the list, non-clinical will need to be assigned the ones that had simple problems and probably won’t want to talk to a nurse/Dr.  Melissa and I get a report with phone numbers daily but can’t get everyone access to it.  We can print it or email it.  Also, the phone numbers can be looked up prior to each call.  I can show anyone how to do that.

7)      The daily log (see attached) -  The metrics that we have to keep on each call which goes into a dashboard that I send monthly to corporate consists of these items:

After making a call you can indicate if they had any issues or wanted to talk with someone medical for question 1; for question 2 you can ask them for a reply about was their visit “great, good, or poor” or if they didn’t answer the phone.   There is an area on the log for comments (good or bad) that I will keep track of.

 1) Indicate one: 2) Service (one response):

No Issues Call back requested Poor Good Great No Answer x 3

Melissa and I will be helping with this process daily, especially until all have done it and it is running smoothly.   We will indicate when we will start it at GST some time later.

Happy to answer questions or if you have thoughts on how to do this better I would love to know 😊