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Innovation: Using Visual Analogue Scales to Measure Patient Experience

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All, Models of Care, Quality & Safety, Innovation, Patient Experience,

Innovation: Post ED Discharge Follow Up Phone Call

by Keith Joe5 months agono comment
Liaison Nurse

Cabrini ED commenced a follow of phone call initiative for all their post ED discharge patients as a quality improvement and patient service initiative. The Liaison Nurse is a dedicated role for an ED nurse every day of the week. Each morning they contact all patients who have been discharged from the ED the previous day. If patients cannot be contacted directly by phone, an SMS inviting them to call the nurse back, or decline follow up because all is going well (via a return SMS message) is initiated. The ED has found the initiative has been well received by patients, promotes Cabrini’s aim of creating a caring community, and has also facilitated recall of patients should their clinical situation have changed since their discharge.The initiative won a Victorian Hospitals Innovation Award in 2016.

Benefits:

  • Ability to help clarify any concerns the patient has with respect to their care or follow up
  • Care ‘safety net’ post ED discharge for patients who deteriorate post discharge
  • A mechanism to receive complements and sometimes concerns / complaints
  • Extension of Cabrini’s vision of patient care

Issues:

  • Difficulty contacting patients at times, current contact rate ~80%

Ratings

  • Implementation: Moderate difficulty, mostly related to technology configuration
  • Cost:  Medium
  • Change Management: Moderate
  • Maintenance: Medium

Contact:

Dr Michael Ben Meir. Director Emergency Department

Location:

Cabrini Hospital Emergency Department is an urban private not for profit hospital with 25,000 ED attendances per annum and an admission rate of 50%

post dischargefollow up

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ABOUT

It’s hard to define exemplar or World Class Emergency Medicine because aspects exist in many departments, but are not all present in one. The Best of Emergency Medicine brings together the best of patent care, design, and technology. It draws from real world emergency medicine examples put forward by the people who live and breathe them; the people who really know what works and what doesn’t. In sharing that experience, the Emergency Medicine community as a whole can lift the standards of care.

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Most Popular

  • Evidence: ‘Between the Flags’ approach to recognising patient deterioration

    Evidence: ‘Between the Flags’ approach to recognising patient deterioration

    August 16, 2018
  • Diagnostic: In-house Ultrasound Training Program for EM Registrars

    Diagnostic: In-house Ultrasound Training Program for EM Registrars

    January 14, 2019
  • Evidence: Scribes increase medical productivity and shorten patient emergency stays

    Evidence: Scribes increase medical productivity and shorten patient emergency stays

    February 1, 2019
  • Innovation: Using Visual Analogue Scales to Measure Patient Experience

    Innovation: Using Visual Analogue Scales to Measure Patient Experience

    February 18, 2019
  • Perspective: Decontamination Isolation Resuscitation Room

    Perspective: Decontamination Isolation Resuscitation Room

    February 11, 2019
  • Innovation: Medical Scribes in Australian Emergency Departments

    Innovation: Medical Scribes in Australian Emergency Departments

    October 15, 2018

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