Improving Documentation of Postdischarge Issue Mitigation during Postdischarge Phone Calls

Area of Science:

• Quality Improvement
• Patient Safety
• Healthcare Communication

Background:

• Postdischarge phone calls (PDPCs) are crucial for addressing patient issues after hospital discharge.
• Current documentation practices for PDPCs and issue mitigation are inconsistent.
• A quality improvement initiative aimed to standardize this documentation process.

Purpose of the Study:

• To improve the documentation rate of postdischarge issue mitigation from 65% to 100%.
• To standardize the recording of PDPC content and subsequent patient issue resolution.
• To enhance communication and safety in patient care transitions.

Main Methods:

• An interdisciplinary team utilized the Model for Improvement over 16 months.
• Key interventions included developing a flowsheet note template and providing training.
• Data analysis involved electronic medical record reports, chart reviews, and surveys, using statistical process control charts.

Main Results:

• Postdischarge issue mitigation documentation increased from 65% to 91%.
• Flowsheet template use reached 100% and completion reached 98%.
• Call attempts increased, while caller perceptions of documentation ease remained stable.

Conclusions:

• Improved documentation of postdischarge issues enhances care provider communication, quality, and safety.
• Effective data sharing and team engagement were critical drivers of improved documentation.
• Standardized documentation supports better patient outcomes and care coordination.