Instant Information About Patient Satisfaction: A Post Discharge Call Program

2.50
Hdl Handle:
http://hdl.handle.net/10755/165567
Category:
Abstract
Type:
Presentation
Title:
Instant Information About Patient Satisfaction: A Post Discharge Call Program
Author(s):
Conley, Karen
Author Details:
Karen Conley, Dana-Farber Cancer Institute, Boston, Massachusetts, USA
Abstract:
Background/Rationale: Measuring patient satisfaction is a critical aspect of care improvement for all inpatient oncology service line leaders. In addition it is important to understand if the patients discharged from oncology units are familiar with their discharge instructions and follow up care. The Multidisciplinary Care Improvement Team at Brigham and Women's Hospital in Boston, Massachusetts found a creative way to obtain these important pieces of patient feedback information by implementing a post discharge call program. This 79-bed hematology, oncology, and bone marrow transplant service historically collected patient satisfaction data via mailed surveys which resulted in delayed feedback and low response rates. Interested in real time information from patients about their discharge knowledge and satisfaction, the team developed a survey and an access database for the phone call project. Methods/Practices: Included in survey content development were several representatives from the Patient and Family Advisory Council. Secondary to the clinical information discussed during the phone calls, oncology nurses (all with light-duty restrictions) were selected to make the calls as opposed to a lay person or volunteer. Staff nurses began in April 2000 to make the calls to all patients within 72 hours after discharge. Data has continued to be collected to date averaging 150 conversations with patients per month. Survey categories included the patient's knowledge of discharge instructions, follow-up care, and danger signals. Compliments and complaints offered were categorized into subgroups in order to design improvement efforts easily. The database instantly formats all data into a report that is presented on a monthly basis to the care improvement team. Compliments are shared with front line staff each month and complaints are addressed via the continuous improvement cycle. Interpretation/Discussion: Survey findings validated trends identified from the mailed surveys; however, additional trends were discovered and addressed immediately as a direct result of the post discharge call program. Shortened lengths of stay and increasingly complicated inpatient oncology care call for rapid continuous improvement cycles. The post discharge call program is one way this service line has been able to obtain this valuable information and act upon it to assure high standards of patient care.
Repository Posting Date:
27-Oct-2011
Date of Publication:
27-Oct-2011
Conference Date:
2002
Conference Name:
27th Annual Oncology Nursing Society Congress
Conference Host:
Oncology Nursing Society
Conference Location:
Washington, D.C., USA
Note:
This is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.

Full metadata record

DC FieldValue Language
dc.type.categoryAbstracten_US
dc.typePresentationen_GB
dc.titleInstant Information About Patient Satisfaction: A Post Discharge Call Programen_GB
dc.contributor.authorConley, Karenen_US
dc.author.detailsKaren Conley, Dana-Farber Cancer Institute, Boston, Massachusetts, USAen_US
dc.identifier.urihttp://hdl.handle.net/10755/165567-
dc.description.abstractBackground/Rationale: Measuring patient satisfaction is a critical aspect of care improvement for all inpatient oncology service line leaders. In addition it is important to understand if the patients discharged from oncology units are familiar with their discharge instructions and follow up care. The Multidisciplinary Care Improvement Team at Brigham and Women's Hospital in Boston, Massachusetts found a creative way to obtain these important pieces of patient feedback information by implementing a post discharge call program. This 79-bed hematology, oncology, and bone marrow transplant service historically collected patient satisfaction data via mailed surveys which resulted in delayed feedback and low response rates. Interested in real time information from patients about their discharge knowledge and satisfaction, the team developed a survey and an access database for the phone call project. Methods/Practices: Included in survey content development were several representatives from the Patient and Family Advisory Council. Secondary to the clinical information discussed during the phone calls, oncology nurses (all with light-duty restrictions) were selected to make the calls as opposed to a lay person or volunteer. Staff nurses began in April 2000 to make the calls to all patients within 72 hours after discharge. Data has continued to be collected to date averaging 150 conversations with patients per month. Survey categories included the patient's knowledge of discharge instructions, follow-up care, and danger signals. Compliments and complaints offered were categorized into subgroups in order to design improvement efforts easily. The database instantly formats all data into a report that is presented on a monthly basis to the care improvement team. Compliments are shared with front line staff each month and complaints are addressed via the continuous improvement cycle. Interpretation/Discussion: Survey findings validated trends identified from the mailed surveys; however, additional trends were discovered and addressed immediately as a direct result of the post discharge call program. Shortened lengths of stay and increasingly complicated inpatient oncology care call for rapid continuous improvement cycles. The post discharge call program is one way this service line has been able to obtain this valuable information and act upon it to assure high standards of patient care.en_GB
dc.date.available2011-10-27T12:21:00Z-
dc.date.issued2011-10-27en_GB
dc.date.accessioned2011-10-27T12:21:00Z-
dc.conference.date2002en_US
dc.conference.name27th Annual Oncology Nursing Society Congressen_US
dc.conference.hostOncology Nursing Societyen_US
dc.conference.locationWashington, D.C., USAen_US
dc.description.noteThis is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.-
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