You Make the Call - Healthcare's Mandate for Post-Discharge Follow Up

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Every day, thousands of people are discharged from hospitals. While relieved to be going home, they are often frightened and insecure about caring for themselves at home. How the hospital manages follow up can make a world of difference in spotting adverse reactions, quelling fears, and providing appropriate direction. Adverse conditions can lead to costly readmissions that hurt the bottom line and dissatisfied consumers who can hurt the hospital's reputation.
You Make the Call presents a solid case for a post-discharge call system to improve clinical outcomes and improve the patient experience. This book provides the rationale and key steps for launching a post-discharge follow-up call process. Kristin Baird offers case examples, models, and tools to help you evaluate the need for follow-up calls as well as tools for integrating them into a comprehensive care plan.
An award-winning author and consultant, Baird's expertise stems from over 30 years as a nurse, executive, and consultant. Her passion for the patient experience has set her career path and is a driving force behind this book.
Are you doing post-discharge follow up? Does it make sense for your organization? Should you devote resources to post-discharge calls? Read Baird's book and then you make the call.

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Chapter 6

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About the author (2013)

Author, consultant, and nurse Kristin Baird helps healthcare leaders transform culture and shape the patient experience through service excellence. Her passion and perspective are based on over thirty years of healthcare expertise ranging from nursing, public relations, business development, and hospital administration. In addition to her work in customer service strategies, mystery shopping, and employee engagement, Baird is a renowned industry speaker and author of five books. Her book Raising the Bar on Service Excellence: The Healthcare Leader's Guide to Putting Passion into Practice helps leaders to develop and sustain a service-driven culture. Baird received an appointment from the Secretary of Health in 2009 to serve on the National Advisory Council for the National Health Service Corps. She earned a bachelor of science degree in Nursing from the University of Wisconsin-Madison and a master of science degree in Health Services Administration from Cardinal Stritch University.

Patricia Terry has been Professor of Literature at Barnard College and the University of California, San Diego. Her translation of "Renard the Fox" is available from California in paperback.

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