Patient callback program: a quality improvement, customer service, and marketing tool.

Publisher: American Marketing Association Country of Publication: United States NLM ID: 9875249 Publication Model: Print Cited Medium: Print ISSN: 0737-3252 (Print) Linking ISSN: 07373252 NLM ISO Abbreviation: J Health Care Mark

Publication: 1986-1996 : Chicago, IL : American Marketing Association
Original Publication: Boone, N.C. : Center for Management Development, John A. Walker College of Business, c1980

Hospital-Patient Relations* ; Patient Discharge*; Continuity of Patient Care/*organization & administration ; Patient Satisfaction/*statistics & numerical data; Data Collection ; Evaluation Studies as Topic ; Ohio ; Program Evaluation ; Quality Assurance, Health Care ; Telephone

The authors developed, implemented, and evaluated a callback program in which hospital patients are contacted three weeks after discharge to resolve clinical or service concerns. Of the more than 2,000 patients contacted during the initial pilot test, 6% said they had a clinical concern and were promptly directed to a physician's office. A randomized/controlled study comparing a control group of patients (who were not called) to an experimental group (called) shows that several satisfaction measures increased positively within the experimental group. The authors conclude that the Patient Callback Program contributes to more effective clinical care and to perceptions of higher customer service.

Date Created: 19940304 Date Completed: 19931207 Latest Revision: 20071115

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