Hospital readmissions cost an estimated $26 billion annually in the United States. On average, each readmission is about $15,000. Luckily, nearly one in five readmissions after surgery are potentially preventable. Patient education and support play an important role, and a centralized patient call center focused on post-discharge follow up promotes continuity of care, enhances health literacy, and address care barriers. Below are five ways a patient call center can be utilized to reduce hospital readmissions and additional tips for success.
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Patients discharged from the hospital inevitably have questions about medications, care management, and more—and they need immediate answers. When they don’t have adequate post-discharge support, they are at an increased risk for readmission. A fully staffed, consumer-centric patient call centers can make a big impact. More specifically, well-trained call center staff can review important information and answer basic questions about post-discharge care often within 48 hours of discharge when patients need information most.
Follow-up visits are associated with a reduction in readmission risk, and the sooner these visits occur, the better. Call center staff can schedule and confirm follow-up appointments in a timely manner, so patients don’t fall through the cracks and end up back in the hospital. The same is true for follow-up tests, including lab tests, pending at discharge. Call center staff can encourage patients to follow through with these tests and ensure aftercare providers are aware of the results.
Call center staff can double check medications, identify any potential drug interactions, explain medication regimens, uncover and address potential barriers to adherence, and familiarize patients with potential side effects—all of which is helpful in terms of preventing readmissions.
Call center staff can ensure patients receive home services or equipment on time and that caregivers are available as expected. If a caregiver isn’t available, call center staff can explore alternatives such as community services or someone else who can assist the patient.
Call center staff can review what the patient or caregiver should do if a problem arises. This includes helping patients and caregivers understand what constitutes an emergency vs. non-emergency situation and what to do in the case of both.
The following tips can help hospitals make the most of their patient call center to reduce readmissions:
Post-discharge clinical care plays an important role in reducing readmissions, and hospital call centers can help. The first phone call post-discharge is a critical touchpoint which can make or break a patient outcome. Healthcare organizations that take the time to invest in a patient call center and refine workflows will undoubtedly see fewer readmissions and lower overall costs.
Our revenue cycle and patient call center professionals operate as an extension of your team, Here’s how it works:
Step 1: Schedule a meeting to discuss your scope of work and current challenges.
Step 2: Global assembles, trains, and manages a team of highly skilled professionals to work on your project only.
Step 3: In an average of 30 days, your team is fully ramped up and operating at your designated benchmarks and KPIs.
