Deborah Bachand RN, BA
Manager Quality Improvement
Projects Surgical Services
By June 2015, Island Health staff will demonstrate
a 20%* improvement in patient satisfaction** with
surgical discharge processes* by implementing
a post -operative follow-up phone call 24 hours post
discharge from surgical units.
* From 65% to 85%
** BC Ministry of Health Surgical Patient Experience Survey 2012
Surgical Patient Satisfaction Survey*
reveals gaps in our discharge information:
o When to resume normal activity
o Danger signals to watch for
o Discussion of anxieties and fears
o Family communication with Physician
o Information about recovery at home
o Medication side effects
* 2012 BC Ministry of Health
I called a patient following his simple inguinal
hernia repair, he reported that he spent the night
in the emergency room with numbness in one
He was sent home no treatment required.
I realized I had neglected to tell him about the
possible side effect of Marcaine injected at the
end of the procedure.
A Patient’s Story
PROVIDES IMMEDIATE QUALITY IMPROVEMENT OPPORTUNITES
FOR HEALTH CARE PROVIDERS
How is you pain? Rate your pain on the ‘Pain Scale’
Follows well trodden evidence based best practice
paths to improve patient satisfaction and surgical
Link to ERAS
• Other Programs
• Other Health Authorities
Interest is spreading
‘CALL TO CARE’
Can be initiated anytime a patient is
released home or to another care setting.
How does the patient want to be contacted?
e.g. phone/mobile, email, text, Facetime®
• Patients, families/care-givers
• Pre-admission clinic caregivers
• Surgical team
• Data analyst QI consultant
• Project manager
• Surgical unit managers & directors
• PAC, Surgical unit, and PACU staff
• Health Records Staff
• Unit clerks
• Clinical Nurse Educators
• Surgical IT
• Community Liaison
What does it take?
• A strong champion at pilot site
• Enlist unit staff to help design the pilot
SIX (6) Questions
1. How are you feeling?
2. Problems with dressing?
3. How is your pain?
4. N/V (are you eating)?
5. Can you mobilize?
6. Any questions/concerns?
Average time 2 minutes
• Not everyone believes what you believe
• A complex system change requires senior
leadership and a frontline champion for
• The post-discharge phone call should be
‘The way we do business’
• Implement in SDC for all Island Health Sites
• Analyze DAD data from research project
• Capture patient feedback in EMR to share
with staff and physicians
The only goal of patient focused
care can be to treat your patients
the way you want to be treated
Deborah Bachand RN, BA
Manager Quality Improvement Projects