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Patient callback program: a quality improvement, customer service, and marketing tool
W R Gombeski1, P J Miller, J H Hahn
1Cleveland Clinic Foundation, OH.
Journal of Health Care Marketing
|March 4, 1994
Summary
A patient callback program improved hospital care by addressing patient concerns post-discharge. This initiative enhanced clinical care and patient satisfaction, demonstrating its value in healthcare.
Area of Science:
- Healthcare Management
- Patient Outcomes
- Quality Improvement
Background:
- Effective post-discharge follow-up is crucial for patient care continuity.
- Addressing patient concerns promptly can prevent adverse events and improve satisfaction.
Purpose of the Study:
- To evaluate the impact of a patient callback program on clinical concerns and patient satisfaction.
- To assess the effectiveness of post-discharge follow-up in improving healthcare delivery.
Main Methods:
- Development and implementation of a patient callback program contacting patients three weeks post-discharge.
- A randomized controlled trial comparing a callback group with a control group.
- Data collection on clinical concerns and patient satisfaction measures.
Main Results:
- 6% of contacted patients reported clinical concerns, receiving prompt physician referral.
- The experimental group (callback) showed significant positive increases in satisfaction measures compared to the control group.
Conclusions:
- The Patient Callback Program effectively resolves clinical and service issues.
- The program enhances the perception of customer service and contributes to more effective clinical care.