You’ve heard the saying “you don’t know what you don’t know”. After a patient is discharged, without communication, there is no information available as to their compliance with the discharge instructions and other important aspects of follow-up care. Just a few years ago, patients could be discharged and the accountability for following the care plan rested squarely on the patient’s shoulders. Now, with value-based care, hospitals have dollars at risk and it is imperative to stay connected with patients. Basic things … prescriptions, follow-up appointments, discharge instructions ... need to be covered with the patient.
With an automated call, some basic items can be covered … if the patient answers the phone and sits through the prompts. But only with a live call, with a trained professional on the line, can care providers and hospitals learn more about the patient experience. Even more … only with a live call … can their be an understanding of opportunities for service recovery, and more importantly, an emotional understanding of real issues that the patient may be facing.
Here are some of the details that PREMEDEX clients learn from patient callbacks. In the past, almost none of these important details were captured. Now, with a formal post-discharge program … that includes live calls from trained professionals … client hospitals have a much better standing of “how they’re doing” with regards to patient satisfaction.
These insights are only available with a callback program. And they are more meaningful when a person is calling and talking to the patient.
Learn how PREMEDEX can help your team overcome “not knowing” how patients are doing after discharge. Visit www.premedex.com for more information.