2. Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorization Pre-Visit Phone Calls What Does the Evidence Say? New Evidence!

3. Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorization A randomized study evaluated whether confirmation calls impacted no-shows at a children’s hospital dental clinic. Researchers found that there was a 62% reduction in no-shows when patients received a reminder call 24 hours or 48 hours prior to the appointment, as compared to the control group who received no phone call. The effect of confirmation calls on clinic appointment-keeping behavior Pre-Visit Phone Calls and No-Shows Christensen, A.A., Lugo, R.A., & D.K. Yamashiro. (2001). The effect of confirmation calls on appointment-keeping behavior of patients in a children’s hospital dental clinic. Journal of Pediatric Dentistry, 23(6), pages 495-498.

4. Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorization Care Transition Calls: Post-Discharge Calls What Does the Evidence Say?

5. Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorization A 2013 study published in the Journal of Nursing Quality Care studied the impact of Post-Discharge Phone Calls and an organization’s HCAHPS scores. Post-Discharge Calls…a win for organizations, patients, and staff Kennedy, B., Crag, J.B., Wetsel, M., Reimels, E., & J. Wright. (2013). Three nursing interventions’ impact on HCAHPS scores. Journal of Nursing Care Quality, 28(4), pages 327-334. Upon implementation of Post-Discharge Phone Calls, HCAHPS scores steadily increased by 18% (Top Box) for 18 months Potential adverse events (amputation, respiratory distress, and death) were avoided via the phone calls during the implementation program Staff reported increased morale and empowerment

6. Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorization A 2009 study published by the Journal of Nursing Administration studied the connection between bundling Leader Rounding on Patients and Post- Discharge Calls, and patient satisfaction and quality of care. They found that patients who received both a leader round and a Post-Discharge Call reported that they: Post-Discharge Calls and Leader Rounding on Patients Setia, N. & C. Meade. (2009). Bundling the value of discharge telephone calls and leader rounding. The Journal of Nursing Administration, 39(3). Felt more ready for discharge (84 percentile point improvement from patients who received neither intervention) Better understood their instructions for at-home care (95 percentile point improvement from patients who received neither intervention) Received higher quality care (80 percentile point improvement from patients who received neither intervention)

7. Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorization A 2011 study published in Population Health Management looked at the relationship between Post-Discharge Calls and readmissions. This study found that: Post-Discharge Calls and Readmission Harrison, P.L., Hara, P.A., Pope, J.E., Young, M.C., & E.Y. Rula. (2011). The impact of postdischarge telephonic follow-up on hospital readmissions. Population Health Management, 14(1), pages 27-32. 23.1% less likely to be readmitted Patients who receive a phone call within 14 days after discharge were 23.1% less likely to be readmitted within 30 days than those who do not

8. Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorization An urban Midwestern medical center implemented a follow-up phone call program to combat a high readmission rate for elderly heart failure patients who were discharged to skilled nursing facilities (SNFs). Nursing case managers placed calls to the SNF’s registered/licensed nurses within 48 hours to verify that key clinical behaviors, such as ordering of daily morning weights and the ordering of a 2 gram sodium restricted diet, were taking place. Readmissions for this patient populace decreased 18.68%. Reducing heart failure hospital readmissions from skilled nursing facilities Post-Discharge Phone Calls and Readmissions