The Article: Cochran, V.Y., Blair, B., Wissinger, L., & Nuss, T. (2012). Lessons learned from implementation of postdischarge telephone calls at Baylor Health Care System. Journal of Nursing Administration, 42(1), 40-46.

Big Idea: Baylor Health Care System is a very large system based in Dallas-Fort Worth. This article describes Baylor’s telephone call process to discharged ER patients.

Survey Says!: In August 2010 alone, Baylor ED staff made 26,803 phone calls from a total of 10 hospitals. The staff made contact with 34.5% of patients, and provided over 1,000 interventions surrounding medication clarification, home care instructions, assistance with referrals, and reminders about follow-up appointments. 346 patients had new or worsening symptoms and were directed back to the ER. 29 of the patients needed immediate care per prepared protocols. Overall, Baylor saw a positive correlation between number of postdischarge telephone calls and patient satisfaction trends.

Quotable: “A recent study found that postdischarge telephone calls significantly increased patient satisfaction, compliance with medication instructions, and the perception of health improvement [reference]” (p. 40).

“To ensure true process improvement, departments should meet and coordinate efforts and information exchange. Launching calls without clear accountability for ownership and coordination is inefficient and is a lesson learned” (p. 43).

So What?: This is a very interesting article, allowing a glimpse into Baylor’s postdischarge telephone call process as well as the lessons learned in that process. Those interested in implementing a similar program can use this study as a resource and guide.