POST-DISCHARGE SERVICES NCH Healthcare System, Naples, FL, increased its HCAHPS ratings by up to 16 percent and markedly reduced readmissions with patient follow-up calls over 15 months. Leverage Post-Discharge Services To Improve Communication and Patient Satisfaction Hospitals that engage in patient follow up phone calls add another level of personal touch and an opportunity to address or escalate any patient feedback needing attention which could be a trigger for readmissions, while leaving patients more satisfied and more likely to recommend your hospital for treatment. POST-DISCHARGE CALLING HAS DIRECTLY CORRELATED TO HIGHER PATIENT SATISFACTION SCORES AND CAN REINFORCE POSITIVE PATIENT EXPERIENCES • Gauge discharge instruction compliance and offer clinical escalations for patients needing immediate service recovery or attention • Track patient physician follow-up appointment compliance and compare with care plan recommendations • Access call data and reporting for baseline statistics with verbatim and trended responses for departmental analysis and areas for improvement Healthcare Solutions Communication Solutions FACT SHEET 1 New England Journal of Medicine 2 Becker’s Infection Control & Clinical Quality 3 American College of Physicians Annals of Internal Medicine 4 Centers for Medicare & Medicaid Services 5 Journal of Emergency Nursing 6 Studer Group, “Preventable Readmissions: Why the Answer to This Critical Issue Is (Literally) at Our Fingertips” 7 Journal of Nursing Care Quality Top 3 Readmission Diagnoses: 2 Heart attack 19.9% Heart failure 24.7% Pneumonia 18.3% HCAHPS scores began to affect reimbursement in 2013. 4 1 in 5 Medicare patients are readmitted within 30 days. 1 Out of 400 discharged patients, 19% reported adverse events. 3 Calling Makes a Difference • By conducting interactive care, such as post-discharge calls, organizations achieved a 74% reduction in heart failure readmission rates. 5 • Patients who receive a post-discharge call rank their care in the 90th percentile. 6 • Those who don’t receive calls rank their care in the 30th percentile. 6 • In addition, hospitals saw a 43% increase in patient satisfaction. 5 • 62% of medication discrepancies were discovered if RNs conducted either a post-discharge follow-up call or home visit. 7
Transcript
POST-DISCHARGE SERVICES
NCH Healthcare System, Naples, FL,
increased its HCAHPS ratings by up
to 16 percent and markedly reduced
readmissions with patient follow-up
calls over 15 months.
Leverage Post-Discharge Services To Improve Communication and Patient Satisfaction Hospitals that engage in patient follow up phone calls add another level of personal touch and an opportunity to address or escalate any patient feedback needing attention which could be a trigger for readmissions, while leaving patients more satisfied and more likely to recommend your hospital for treatment.
POST-DISCHARGE CALLING HAS DIRECTLY CORRELATED TO HIGHER PATIENT SATISFACTION SCORES AND CAN REINFORCE POSITIVE PATIENT EXPERIENCES
• Gauge discharge instruction compliance and offer clinical escalations for patients needing immediate service recovery or attention
• Track patient physician follow-up appointment compliance and compare with care plan recommendations
• Access call data and reporting for baseline statistics with verbatim and trended responses for departmental analysis and areas for improvement
Healthcare SolutionsCommunication Solutions
FACT SHEET
1 New England Journal of Medicine
2 Becker’s Infection Control & Clinical Quality
3 American College of Physicians Annals of Internal Medicine
4 Centers for Medicare & Medicaid Services
5 Journal of Emergency Nursing
6 Studer Group, “Preventable Readmissions: Why the Answer to This Critical Issue Is (Literally) at Our Fingertips”
7 Journal of Nursing Care Quality
Top 3 Readmission Diagnoses: 2
Heart attack 19.9% Heart failure 24.7%
Pneumonia 18.3%
HCAHPS scoresbegan to affect
reimbursement in 2013. 4
1 in 5 Medicare patients are readmitted within 30 days.1
Out of 400 discharged patients,
19% reported adverse events. 3
Calling Makes a Difference
• By conducting interactive care, such as post-discharge
calls, organizations achieved a 74% reduction
in heart failure readmission rates. 5
• Patients who receive a post-discharge call rank their
care in the 90th percentile. 6
• Those who don’t receive calls rank their care in the
30th percentile. 6
• In addition, hospitals saw a 43% increase in
patient satisfaction. 5
• 62% of medication discrepancies were
discovered if RNs conducted either a post-discharge
For more information, visit StericycleCommunications.com
or call 866-783-9820.
Communication Solutions
INCREASE COMMUNICATION. IMPROVE SATISFACTION.
In addition to global calls to all discharged patients, Stericycle Communication Solutions can also target a specific floor, department, or service line to help your hospital, physicians, nurses and staff set benchmarks for service performance and satisfaction improvement.
Emergency Departments Benefit from patient follow-up by identifying patients who may not have scheduled a primary care physician (PCP) or specialist visit and are non-compliant in follow-up appointment scheduling, and the added touch point shapes an overall positive perception of their experience.
Cardiology Service LinesCan maintain profitability and patient loyalty through post-discharge follow-up calls that can also mitigate risk for readmissions with basic questions to gauge discharge instruction understanding, enforce follow up appointments and confirm medication compliance.
Surgery DepartmentsCan support patient recovery by confirming the understanding of instructions of how to take care of themselves or to measure how well the hospital did in managing patient pain during the inpatient stay.
Women’s Service LinesAre an emerging focus for hospitals looking to drive downstream revenue and promote additional services beyond labor and delivery. Follow-up to this population allows for immediate hospital action to remedy any service recovery needs and provide a positive experience for this loyal patient base driving care decisions within a family.
About Stericycle Communicaton Solutions
Stericycle Communication Solutions is dedicated to improving relationships between healthcare providers and the communities they serve. Stericycle Communication Solutions helps hospitals and medical groups become the “top of mind” provider by building lasting consumer relationships. By providing a compassionate, personal touch, robust data, and customizable solutions, Stericycle Communication Solutions extends the brand of the local provider through every patient contact, and provides hospitals with business insights that allow them to enhance their reputation and achieve their strategic goals.
Stericycle Communication Solutions is dedicated to
improving relationships between healthcare providers and the
