title: Lessons learned from implementation of postdischarge telephone calls at Baylor Health Care System.
abstract: Postdischarge telephone calls can enhance patient satisfaction, outcomes, and care continuity. The authors describe the Dallas-Fort Worth-based Baylor Health Care System standardized process for placing emergency department discharge telephone calls to patients. The metrics and guidelines related to the process as well as lessons learned, models of care, the future state of the postdischarge telephone calls, and findings are discussed.
authors.affiliation: Institute for Health Care Research and Improvement, Baylor Health Care System, Dallas, Texas, USA. Veronica.Cochran@BaylorHealth.edu
authors.forename: Veronica Y
authors.initials: VY
authors.lastname: Cochran
authors.forename: Brenda
authors.initials: B
authors.lastname: Blair
authors.forename: Laurie
authors.initials: L
authors.lastname: Wissinger
authors.forename: Terri D
authors.initials: TD
authors.lastname: Nuss
mesh_terms: D003266:Continuity of Patient Care; D004636:Emergency Service, Hospital; D005260:Female; D006801:Humans; D008297:Male; D016347:Medical Records Systems, Computerized; D010351:Patient Discharge; D017060:Patient Satisfaction; D013689:Telephone; D013781:Texas