• Discharge Calls Show Overwhelmingly Positive Patient Experience
    Published August 15, 2012

    Follow-up calls made to surgery patients after they had been discharged from The Scarborough Hospital show they had an extremely positive experience with their care.

    Between November 2011 and February 2012, 256 patients were interviewed from the inpatient and same day surgery units at the Birchmount campus, and the Surgery and Acute Surgery units at the General campus.

    Of these calls, 94 per cent of patients said they would recommend TSH to friends or family. Even more encouraging, 100 per cent of respondents rated their experience as “good” or “very good.”

    “Evidence has shown that discharge calling increases patient satisfaction, picks up on any gaps in the discharge plans, and helps to identify the need for possible follow-up visits,” explains Rhonda Seidman-Carlson, Vice President, Interprofessional Practice and Chief Nursing Executive at TSH.

    “Our discharge calling project is part of a number of important initiatives we are introducing at The Scarborough Hospital to help us deliver on our ‘I-CARE’ values of Integrity, Compassion, Accountability, Respect and Excellence. In addition to discharge calling, staff will be working in collaborative interprofessional teams to conduct face-to-face patient reporting, hourly patient rounds and safety huddles.”

    TSH’s Mental Health program has also been conducting discharge calls to people who present to the Emergency Department (ED) with a mental health or substance use problem and are assessed, treated and discharged from the ED.

    “The follow-up calls ensure that each person has the support and care they need in the community so that they do not need to return to ED. It’s part of providing the right care in the right place at the right time and to avoid unnecessary repeat ED visits,” said Susan Engels, Patient Care Director for the Mental Health and Emergency programs at TSH.

    “The Mental Health program is collecting data on the percentage of persons who receive a follow-up call, as well as the percentage of patients who return to ED within 30 days of the original visit. The results will help us refine the follow-up call process and improve the patient care experience,” adds Susan.

    In the months to come, TSH plans to conduct discharge calling on most, if not all, of its clinical units.

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Our mission is to provide an outstanding care experience that meets the unique needs of each and every patient. To do that, we need to hear from you.

You may receive a questionnaire in the mail about your stay at The Scarborough Hospital. By answering the questions and returning the form to us, you can help us continually improve the care we deliver to our patients. You can provide feedback at any time through the Patient Feedback Form on our website.

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