Call to Care: The impact of 24-hour post-discharge telephone follow-up in the treatment of surgical daycare patients
Patient satisfaction and effective management of post-operative complaints are important factors in determining the success of outpatient surgery programs.
In September 2013 a 24-hour post-discharge telephone follow-up (TFU) call, was initiated by surgical day care nurses at the Royal Jubilee Hospital in Victoria, B.C. The study group was contacted to evaluate the effectiveness of the TFU in identifying and addressing post-operative complaints and determining the level of satisfaction with discharge instructions and care.
854 patients were contacted. 313 (36.7%) received TFU and 541 (63.3%) did not; these served as our control group. Independent sample t-tests revealed that patients who received TFU had significantly fewer post-operative complaints compared to the controls (0.19 vs 0.28 respectively).
Day surgery patients receiving TFU reported fewer post-operative concerns. Results of this study suggest that a TFU call results in increased patient satisfaction with discharge care and is an appropriate tool to address patients’ post-operative complaints and improve patient-reported outcomes.
Patient-reported outcomes, Post-operative complaints, Day surgery, Discharge care