Opinion Surveys of Healthcare Leaders

2013 April - Emergency department patient recontact (54 respondents)

2013 March - Current satisfaction efforts (65 respondents)

Published Articles on Patient Communication

2014: Guss DA, Siobhan G, Castillo EM. The Impact of Post-discharge Patient Telephone Call After Discharge on Likelihood to Recommend in an Academic Emergency Department. Journal of Emergency Medicine Jan;46(4):560-6. http://www.ncbi.nlm.nih.gov/pubmed/24484625

2014: Shupe R. Post-visit phone calls: Reducing preventable readmissions and improving the patient experience. Journal of Nursing Education and Practice. 4(4):45-51 https://az414866.vo.msecnd.net/cmsroot/studergroup/media/studergroup/pages/what-we-do/software/post-visit-phone-calls_reducing-preventable-readmissions-and-improving-t.pdf

2013: Patel PB, Vinson DR. Physician E-mail and Telephone Contact After Emergency Department Visit Improves Patient Satisfaction: A Crossover Trial. 2013; Annals of Emergency Medicine Jun;61(6):631-7 http://www.ncbi.nlm.nih.gov/pubmed/23465304

2013: Guss DA, Leland H, Castillo EM. The Impact of Post-discharge Patient Call Back on Patient Satisfaction in Two Academic Emergency Departments. Journal of Emergency Medicine Jan;44(1):236-41. http://www.ncbi.nlm.nih.gov/pubmed/23089204

2012: Weisman DS, Bashir L, Mehta A, et al. A medical resident post-discharge phone call study. Hosp Pract (Minneap). 2012 Apr; 40(2):138-46. http://www.ncbi.nlm.nih.gov/pubmed/22615088

2011: Hojat M, Louis DZ, Markhan FW, et al. Physicians’ empathy and clinical outcomes for diabetic patients. Acad Med. 2011 Mar;86(3):359-64. http://www.ncbi.nlm.nih.gov/pubmed/21248604

2011: Harrison PL Hara PA, Pope JE et al. The Impact of Post discharge Telephonic Follow-Up on Hospital Readmissions. Popul Health Manag. 2011 February; 14(1): 27-32. http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3128446/

2011: Boulding W, Glickman SW, Manary MP, et al. Relationship between patient satisfaction with inpatient care and hospital readmission within 30 days. Am J Manag Care. Jan;17(1):41-8. http://www.ncbi.nlm.nih.gov/pubmed/21348567

2010: Baker SJ, McGowan N. Post-visit phone calls save lives, improve clinical outcomes, and reduce readmissions. Journal of Emergency Nursing. May; 36(3): 256-259. https://az414866.vo.msecnd.net/cmsroot/studergroup/media/studergroup/pages/what-we-do/software/jen-post-vist-phone-calls-6-10.pdf

2010: Willard M. Post-discharge call programs - improving satisfaction and safety. Patient Safety and Quality Healthcare. 2010:36-39. http://beryl.net/system/files/images/16+July+PSQH-Mark+on+PDS-no+cover.pdf

2010: Hayden AC, Pichert JW, Fawcett J, Moor &IM, Hickson GB. Best practices for basic and advanced skills in health care service& ecovery: A case study of a readmitted patient. Jt Comm J Qual Patient Saf. 2010 July; 36(7):310W318. http://www.mc.vanderbilt.edu/centers/cppa/news/Patient%20Advocacy%20-%20Getting%20the%20Word%20Out.pdf (summary)

2009: Jencks SF, Williams MV, Coleman, EA. Re-hospitalizations among patients in the Medicare fee-for-service program. New England Journal of Medicine, 2009; 360:1418-1428. http://www.nejm.org/doi/full/10.1056/NEJMsa0803563

2009: Jack, BW, Chetty VK, Anthony D, et al. A reengineered hospital discharge program to decrease rehospitalization: A randomized trial. Annals of Internal Medicine, 2009; 150:178-187. http://www.ncbi.nlm.nih.gov/pmc/articles/PMC2738592/

2009: Setia N, Meade C. Bundling the value of discharge telephone calls and leader rounding. J Nurs Adm 2009 Mar;39:138-141. http://www.ncbi.nlm.nih.gov/pubmed/19590470

2008: Hodgins MJ, Ouellet LL, Pond S. Effect of telephone follow-up on surgical orthopedic recovery. Applied Nursing Research 21 (2008) 218 – 226 http://www.geriatria.unimo.it/PDF/Ortogeriatria%20e%20telefono%20survey%20(1).pdf

2008: Kripalani S, Price M, Vigil V, Epstein KR. Frequency and predictors of prescription-related issues after hospital discharge. Journal of Hospital Medicine, 2008; 3(1):12-19. http://onlinelibrary.wiley.com/doi/10.1002/jhm.248/full

2006: Mistiaen P, Poot E. Telephone follow-up, initiated by a hospital-based health professional, for post-discharge problems in patients discharged from hospital to home. Cochrane Database Syst Rev. 2006; 4(CD004510. DOI:10.1002/14651858.CD004510.pub3). http://www.thecochranelibrary.com/userfiles/ccoch/file/Telemedicine/CD004510.pdf

2006: Huotari K, Lyytikäinen O, Impact of post discharge surveillance on the rate of surgical site infection after orthopedic surgery. Infect Control Hosp Epidemiol. 2006 Dec; 27(12):1324-9. http://www.ncbi.nlm.nih.gov/pubmed/17152030

2005: Leong SL, Gingrich D, Lewis PR et al. Enhancing Doctor-Patient Communication Using Email: A Pilot Study. J Am Board Fam Med. 2005 May; 18(3):180-188. http://www.jabfm.com/content/18/3/180.short

2005: Stelfox HT, Gandhi TK, Orav EJ, Gustafson ML. The relation of patient satisfaction with complaints against physicians and malpractice lawsuits. Am J Med. 2005 Oct;118(10):1126-33. http://www.ncbi.nlm.nih.gov/pubmed/16194644

2002: Riegel B, Carlson B, Kopp Z, LePetri B, Glaser D, Unger A. Effect of a standardized nurse case-management telephone intervention on resource use in patients with chronic heart failure. Arch Intern Med. 2002 Mar 25; 162(6):705-712. http://www.ncbi.nlm.nih.gov/pubmed/11911726

2001: Weaver LA, Doran, KA. Telephone Follow-Up After Cardiac Surgery: Facilitating the transition from hospital to home. AJN, May 2001 101(5):24SS-24UU. http://journals.lww.com/ajnonline/Citation/2001/05000/Telephone_Follow_Up_After_Cardiac_Surgery_.37.aspx

2001: Jerant AF, Azari R, Nesbitt TS. Reducing the cost of frequent hospital admissions for congestive heart failure: a randomized trial of a home telecare intervention. Med Care. 2001 Nov;39(11):1234-45 http://www.ncbi.nlm.nih.gov/pubmed/11606877

2001: Dudas V, Bookwalter T, Kerr KM, Pantilat SZ. The impact of follow-up telephone calls to patients after hospitalization. Am J Med. 2001 Dec 21;111(9B):26S-30S. http://www.ncbi.nlm.nih.gov/pubmed/12021756

2000: Welch HG, Johnson DJ, Edson R. Telephone care as an adjunct to routine medical follow-up. A negative randomized trial. Eff Clin Pract. 2000;May-June, 3(3):123-130. http://www.ncbi.nlm.nih.gov/pubmed/11182960

2000: Poncia HD, Ryan J, Carver M. Next day telephone follow-up of the elderly: a needs assessment and critical incident monitoring tool for the accident and emergency department. J Accid Emerg Med. 2000 Sep;17(5):337-340. http://emj.bmj.com/content/17/5/337.full.pdf+html