Follow-Up Phone Calls, E-mails Improve Patient Satisfaction with ED Experience

Call me, maybe?

That could be the new refrain from recently discharged ED patients to their emergency physicians, says a new survey published in the Annals of Emergency Medicine.

According to the results of patient satisfaction surveys completed by more than 1,000 patients, those emergency patients who received follow-up phone calls or e-mails from their emergency physicians were more satisfied with their ED experience than those who were not contacted.

For one month, 42 emergency physicians either e-mailed or telephoned their patients within 72 hours of being discharged from the ER. The subsequent month, physicians provided no follow-up contact. The average satisfaction score given by the 348 patients who received follow-up contact was 87.7 percent. The average satisfaction score for the 1,002 patients who received no follow-up contact was 79.4 percent.

Higher patient satisfaction was observed equally among all patients contacted by e-mail and those contacted by telephone. Physicians preferred using post-ED visit e-mail contact over telephone contact because e-mail contact took less time — 2.2 minutes for e-mail vs. 3.6 minutes for telephone.

Higher patient satisfaction has many benefits, the study notes, including better patient compliance with discharge instructions, improved care transitions, and higher staff morale.

Source: ACEP, February 26, 2013

2012 Healthcare Benchmarks: Reducing Avoidable ER Visits

2012 Healthcare Benchmarks: Reducing Avoidable ER Visits analyzes the responses of 134 healthcare organizations to HIN’s October 2011 Industry Survey on Reducing Avoidable ER Visits, presenting the data in more than 40 easy-to-follow graphs and tables. Besides an analysis of overall responses, this report drills down to health plan and physician perspectives from survey respondents.

This entry was posted in Avoidable Hospitalization, Behavioral Health, Emergency Room, Patient Satisfaction, Physician Alignment and tagged , , , , , . Bookmark the permalink.
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