Tips for follow-up phone calls

When following up with patients by telephone, you should cover the following topics:

• General well being of the patient.
• Confirmation of follow-up instructions.
• Clarification, if needed, on discharge instructions.
• General impression of ED visit.

All specific complaints or comments are noted and given to the manager for follow-up.

For patients who leave without being seen or against medical advice:

• General well being of the patient.
• Was treatment obtained elsewhere?
• Why did they leave?
• Offer the services of the ED again today. (Would they like to return?)

Source: Laura J. Roepe, RN, MA, CEN.