Effects of Telephone Follow-Up Calls on Patient and Nurse Satisfaction in the Emergency Department

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McAuliffe, Mary M.
Iverson, Lindsay
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2016-06-21 , 2016-06-21
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This article reports on the development and evaluation of a nurse-led telephone follow-up call program and its impact on both emergency department patient and nurse satisfaction. During the six week implementation phase, a total of 939 patients were included and received a telephone follow-up call after being discharged home from the selected emergency department. After six weeks, this study displayed an overall increase in emergency department patient satisfaction from 62.6% to 70.0%. Despite the increase in emergency department patient satisfaction, emergency department nurses providing these calls articulated no significant difference in their overall job satisfaction after implementing telephone follow-up calls (p=0.72).
This article reports on the development and evaluation of a nurse-led telephone follow-up call program and its impact on both emergency department patient and nurse satisfaction. During the six week implementation phase, a total of 939 patients were included and received a telephone follow-up call after being discharged home from the selected emergency department. After six weeks, this study displayed an overall increase in emergency department patient satisfaction from 62.6% to 70.0%. Despite the increase in emergency department patient satisfaction, emergency department nurses providing these calls articulated no significant difference in their overall job satisfaction after implementing telephone follow-up calls (p=0.72).
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Copyright is retained by the Author. A non-exclusive distribution right is granted to Creighton University
Please contact Mary McAuliffe RN, BSN for permission.
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