Our observations with cold calling: Patient anger and undesirable experiences

Area of Science:

• Emergency Medicine
• Patient Follow-up Studies

Background:

• The effectiveness and patient experience of 'cold calling' (unsolicited telephone contact) for post-discharge research follow-up in emergency departments (EDs) are not well understood.
• Patient satisfaction and the potential for negative interactions during research follow-up are critical considerations in study design.

Purpose of the Study:

• To evaluate the impact and patient experience of using the 'cold calling' technique for post-discharge follow-up in an emergency department (ED) pain management study.
• To identify potential adverse events and patient dissatisfaction associated with unsolicited telephone contact after ED discharge.

Main Methods:

• A prospective, observational study involving 'cold calling' 778 patients 48 hours post-discharge.
• Surveying patients regarding their pain management satisfaction and documenting any negative experiences or reactions during the calls.

Main Results:

• Twelve cases of patient anger were observed, stemming from mistaken identity, disbelief, frustration over unprovided information, and criticism of ED management.
• Eight undesirable experiences occurred for patients, families, or callers, including five patient deaths and instances of patient distress, highlighting the sensitive nature of such calls.

Conclusions:

• The 'cold calling' technique in ED research follow-up can result in significant patient distress and negative experiences.
• Alternative patient follow-up strategies, such as limited disclosure, should be prioritized over 'cold calling' to mitigate risks and enhance patient care and research integrity.