Patient Call backs

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Specializes in ER.

Does anyone know of an ER that does patient call backs. Calling the patient a few days later to follow up. I understand calling that patient who has a blood culture done or a urine culture, but why call every patient? We are a 14 bed ER and see about an average of 60-70 patients a day. Anyone else doing this???

Erlissy

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It is all about Patient Satisfaction scores.

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Specializes in ER, education, mgmt.

we do it. patients love it, even though it is a hassle. and we are a pretty big ER.

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Specializes in EMS, ED, Trauma, CEN, CPEN, TCRN.

Yep, we do it. As rntg said, it's all about those satisfaction scores!

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Specializes in Emergency, critical care.

We did it for awhile in the eighties. I thought I would hate it, but was pleasantly surprised, it was nice and fun. Sometimes there was a complaint, but people seemed to accept an apology and were practically always very nice. Got a lot of compliments....it turned out to be an upbeat thing to do.

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Specializes in mental health, military nursing.

I think it's a great practice - I love that retail clinics do call backs! It makes you feel like, well, someone actually cares that your strep throat is feeling much better, thanks to their rapid strep skills.

I'm a sucker for niceties. It's like getting chocolate-chip cookies when you fly :D

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Specializes in ER, education, mgmt.

BTW... I did not clarify in my above post. I believe it is a great practice. Nothing wrong with making sure your patients are feeling better and trying to improve your processes. Some call backs have actually shed light on some things we were not aware of as being a problem.

Oh yeah- our PG's are way up if that matters to you.

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Specializes in Emergency & Trauma/Adult ICU.

In my fantasy world, this function would be performed by the patient's last known PMD who would automatically get some notification that their patient has been seen in the ER ... yes, it's a little less touchy-feely on the part of the ER, but more focused on the ER's mission -- improving the patient's health.

"Glad to hear that your sore throat is better. Here's what to do next time ... "

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Specializes in ER.

What do you guys think about calling people on holidays? There are some that do and some that don't. Just feeling people out for pros and cons to help improve staff involvement.

ERlissy

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There are some customer service items that may be a bother- this isn't one of them. To second wat someone said, I think it's great practice indeed.

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