Quote from MLOS
Effectiveness of follow-up calls r/t patient outcomes? Patient satisfaction? (2 entirely different animals ...) Patients "getting the care they need" and "Patient satisfaction" are NOT the same thing.
I agree with the above quote and think the objective of your questionnaire needs to be clarified more. Whether or not they are satisfied with the care they recieved is not necessarily connected to them returning or not returning.
I think if I was to develop a questionnaire, this is what I would ask:
1. what they thought about the ER visit,
2. names of staff who they felt provided good patient care (how so?),
3. names of staff who they felt did not provide good patient care (how so?)
4. Did they have any specific problems with their care (opportunity to educate here, and clear up some misunderstandings)
5. How the patient is doing now -- did the ER visit solve the problem, have they returned to the ER for the same problem since
6. Then educate them.....was this an appropriate use of the ER, do they know what signs/symptoms to return to their family doctor for, do they know what signs/symptoms to return to the ER for, do they have a family doctor - maybe provide some names & numbers of family doctors who are taking patients, do they know about their diagnosis have, any questions they did not have answered during their ER visit.
And.......I would definitely use it for numbers. Introduce it into quality assurance/quality improvement. Taking numbers from a two month phone back period and studying them and making the appropriate changes can be valuable to your department for years to come, otherwise you are only making a difference for two months and then thats it.....kind of a waste. Also, I would make very sure to let the staff know about those who were specifcally identified as having provided good patient care. And would let management know about any staff who had their name mentioned numerous times for not providing good patient care.
As far as I know my unit does not do telephone phone calls back to patients. However a ski resort that I work at does on a routine basis for those who are hurt on the ski hill. And it is always used for QA/QI. Staff find out how these people fared, what they felt about their experience (constructive stuff), and how can we do better. And we always incorporate it into our education days...