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ce.effectivehealthcare.ahrq.gov/cpi/centers/index.html
September 01, 2023 - Improvement
Therese Miller, Dr.P.H., Director
Phone: (301) 427-1585
Fax: (301) 427-1596
Email: … Cohen, Ph.D., Director
Phone: (301) 427-1406
Fax: (301) 427-1276
Email: joel.cohen@ahrq.hhs.gov … Center for Quality Improvement and Patient Safety
Craig Umscheid, M.D., M.S., Director
Phone: (301 … Holland, Director
Phone: (301) 427-1364
Fax: (301) 427-1873
Email: howard.holland@ahrq.hhs.gov … Office of Extramural Research, Education and Priority Populations
Francis Chesley, M.D., Director
Phone
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ce.effectivehealthcare.ahrq.gov/sites/default/files/publications/files/dischargeprep.pdf
February 14, 2013 - Language preference
Interpreter/Translation
Needed (Y/N)
Spoken communication
Written materials
Phone … done POSTDISCHARGE
****Attach Additional Appointment Sheet if Needed****
Day / Date / Time Phone … Name Day / Date / Time
Clinician to see at appt
(if not PCP)
Location
Address/Floor:
Phone … #:
Fax #:
4
Day / Date / Time Phone and Fax # Reason / Test / Lab
Ph:
Fax: … No ____ Yes ____
Community Pharmacy Name Phone #, Street Address, City
Pt. plan to pick
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/recent-insights-webcast-elliott.pdf
July 01, 2013 - followed by overnight
delivery service followed
by phone
X X
17
Both Incentive and Overnight … )
Overnight/
Phone
Email/
Overnight/
Phone
None 29% 42% 39%
$20 42% 54% 59%
*Each of 5 cells significantly … different from the USPS/phone and no
incentive referent at p<.005.
19
20
Email works only with … traditional follow-up
No incentive USPS/Phone 59% of responses by phone
Incentive + USPS/Phone 34% … of responses by phone
Overnight delivery service +
phone 69-78% of responses by overnight
Email +
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/red/toolkit/postdiscalldoc.pdf
February 14, 2013 - 1
Postdischarge Followup Phone Call Documentation Form
Patient name: ____________________________ … Y N Language/Dialect: __________________________________________
Prior to phone call:
Review: … call: ___________________________________
Consultations (if any) made prior to phone call:
None … __________
______________________________________________________________________________
2
Phone … Call Documentation Form
Patient name
Prior to phone call
Phone Call Attempts
A.
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/red/toolkit/postdiscalldoc.docx
February 06, 2013 - Postdischarge Followup Phone Call Documentation Form
Patient name:
Caregiver(s) name(s):
Relationship … Y N Language/Dialect:
Prior to phone call:
Review:
Health history
Medicine lists for consistency
Medicine … call:
Consultations (if any) made prior to phone call:
None
Called MD
Called DE
Called outpatient … /no answer/not home/declined/busy/rescheduled/other:
Phone Call #2: Date & Time
:_
_______
Reached: … phone call:
Time for talking to other health care providers:
Time for followup/subsequent phone calls
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ce.effectivehealthcare.ahrq.gov/patient-safety/settings/hospital/red/toolkit/postdischarge-doc.html
March 01, 2013 - Y N Language/Dialect:
Prior to phone call:
Review:
Health history. … call: ___________________________________
Consultations (if any) made prior to phone call:
___ … one): answering machine/no answer/not home/declined/busy/rescheduled/other:
Phone Call #2: Date … Call #4: Date & Time:________ Reached: Yes/No
Alternate Contact 1
Phone Call #1: Date & Time … Call #4: Date & Time:________ Reached: Yes/No
Alternate Contact 2
Phone Call #1: Date & Time
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ce.effectivehealthcare.ahrq.gov/questions/resources/diagnosis/information.html
November 01, 2020 - and Communications Branch
6001 Executive Boulevard, Room 8184, MSC 9663
Bethesda, MD 20892-9663
Phone … Services, 2004 https://www.medicare.gov/Pubs/pdf/02173-Getting-a-Second-Opinion-Before-Surgery.pdf
Phone … https://www.womenshealth.gov/files/assets/docs/charts-checklists-guides/second-opinion-how-to.pdf
Phone … Michigan Avenue, Fl. 17
Chicago, IL 60601-7633
Phone: 800-272-3900 (Nationwide Contact Center Helpline … Institute, Public Inquiries Office
6116 Executive Boulevard, Room 3036A
Bethesda, MD 20892-8322
Phone
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ce.effectivehealthcare.ahrq.gov/es/patient-safety/settings/hospital/red/toolkit/redtool5.html
March 01, 2013 - This postdischarge followup phone call allows the patient's actions, questions, and misunderstandings … This tool addresses the person who will make the followup phone call. … After reading this tool, you will:
Know how prepare for the phone call. … Be proficient in completing a postdischarge followup phone call. … The phone calls will require flexibility and creativity.
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ce.effectivehealthcare.ahrq.gov/patient-safety/settings/hospital/red/toolkit/index.html
April 01, 2023 - Call
Patient Outcome Survey (phone version)
Patient Outcome Survey (mailed version)
Tool 6: How … Call Script (Patient Version)
Postdischarge Followup Phone Call Documentation Form
Phone Call … Followup Phone Call Documentation Form [PDF, 106 KB]
Postdischarge Followup Phone Call Documentation … Form [Word, 34 KB]
Phone Call Role Play [PDF, 61 KB]
Phone Call Role Play [Word, 31 KB]
Patient … Outcome Surveys (mail and phone versions) [PDF, 106 KB]
Patient Outcome Surveys (mail and phone versions
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ce.effectivehealthcare.ahrq.gov/cpi/about/organization/contacts/key-contacts.html
September 01, 2023 - Offices and Centers
Office of the Director
Director
Robert Otto Valdez, Ph.D., M.H.S.A
Phone … Cohen, Ph.D., Director
Phone: (301) 427-1406
Fax: (301) 427-1276
Email: joel.cohen@ahrq.hhs.gov … Center for Quality Improvement and Patient Safety
Craig Umscheid, M.D., M.S., Director
Phone: (301 … Holland, Director
Phone: (301) 427-1364
Fax: (301) 427-1873
Email: howard.holland@ahrq.hhs.gov … Office of Management Services
Jeffrey Toven, Director/AHRQ Chief Operating Officer
Phone: (301)
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/red/toolkit/dischargeprep.docx
January 02, 2013 - preference
Interpreter/Translation
Needed (Y/N)
Spoken communication
Written materials
Phone … No ____ Yes ____
Community Pharmacy Name
Phone #, Street Address, City
Pt. plan to pick … :
Delivery date:
Type
Company name: Contact:
Address: Phone:
Delivery date:
8. … ______________________________________
Service
Company name: Contact:
Address: Phone:
Date … name: Contact:
Address: Phone:
Date scheduled:
9.
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ce.effectivehealthcare.ahrq.gov/patient-safety/settings/hospital/red/toolkit/dischargeprep.html
March 01, 2013 - the Re-Engineered Discharge to Diverse Populations
Tool 5: How To Conduct a Postdischarge Followup Phone … Call
Patient Outcome Survey (phone version)
Patient Outcome Survey (mailed version)
Tool 6: How … be done POSTDISCHARGE
****Attach Additional Appointment Sheet if Needed****
Day / Date / Time
Phone … No ____ Yes ____
Labs/Tests Pending
Community Pharmacy Name
Phone #, Street Address, City
… ___ Contact: _______________________________________________
Address: __________________________ Phone
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/red/toolkit/dischargeprep.pdf
February 14, 2013 - Language preference
Interpreter/Translation
Needed (Y/N)
Spoken communication
Written materials
Phone … done POSTDISCHARGE
****Attach Additional Appointment Sheet if Needed****
Day / Date / Time Phone … Name Day / Date / Time
Clinician to see at appt
(if not PCP)
Location
Address/Floor:
Phone … #:
Fax #:
4
Day / Date / Time Phone and Fax # Reason / Test / Lab
Ph:
Fax: … No ____ Yes ____
Community Pharmacy Name Phone #, Street Address, City
Pt. plan to pick
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ce.effectivehealthcare.ahrq.gov/sites/default/files/publications/files/redtoolkitforms.pdf
September 01, 2012 - #:
(555) 555-5555
Office Phone #:
(555) 555-6666
Office Phone #:
(555) 555-4444
7
What … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) ______ … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) ______ … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) ______ … Phone Call Attempts
A.
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ce.effectivehealthcare.ahrq.gov/questions/resources/going-home/index.html
November 01, 2020 - leave the hospital to track their medication schedules, upcoming medical appointments, and important phone … ___________
Reason for appointment ___________________________________________________
Doctor's phone … ___________
Reason for appointment ___________________________________________________
Doctor's phone … ___________
Reason for appointment ___________________________________________________
Doctor's phone … ___________
Reason for appointment ___________________________________________________
Doctor's phone
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/addressing-emerging-needs-09132023-hays.pdf
October 05, 2023 - survey
► Focuses on the most recent visit
► Applicable to:
− Primary and specialty care
− In-person, phone … )
• Mail only had the lowest yield for Black, Hispanic, and Multiracial.
• Web-Mail-Phone had the … Survey Administration Protocol Response Rate
Current HCAHPS Modes
Mail only 22%
Phone only 23%
Mail-Phone … 31%
Web-first Modes
Web-Mail 29%
Web-Phone 30%
Web-Mail-Phone 36%
21
Exploration of “Easy” (EZ)
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ce.effectivehealthcare.ahrq.gov/sites/default/files/publications/files/redtoolkitforms.docx
September 01, 2012 - #:
(555) 555-5555
Office Phone #:
(555) 555-6666
Office Phone #:
(555) 555-4444
What exercises … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) OK to leave … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) OK to leave … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) OK to leave … phone call:
Time for talking to other health care providers:
Time for followup/subsequent phone calls
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ce.effectivehealthcare.ahrq.gov/patient-safety/settings/hospital/red/toolkit/postdischarge-phone.html
March 01, 2013 - Hospital Resources
Re-Engineered Discharge Toolkit
Postdischarge Followup Phone … Call
Patient Outcome Survey (phone version)
Patient Outcome Survey (mailed version)
Tool 6: How … If yes, Name: ___________________________
Phone number: ____________________
CALLER: Have you … Finally, could you also please bring to the phone the care plan that we gave you before you left the … If patient answers incorrectly, ask: Do you have your doctor's phone number handy?
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ce.effectivehealthcare.ahrq.gov/news/events/nac/zoom-webinar-instructions.html
March 01, 2024 - To access Zoom via phone or tablet, refer to information at the bottom of this document . … If you wish to join by telephone, select “Phone Call” and use the provided information (telephone number … To Join Via Phone, Tablet, or Audio Only
To join via phone or tablet:
You will first need to download … (audio only):
If you are participating by audio only via a dial-in phone call, please use one of … the phone numbers below then enter your Meeting ID to join the call.
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/engagingfamilies/strategy1/Strat1_Tool_8_PrtpntIntrsts_508.pdf
June 05, 2013 - _______________________ State: __________________________ ZIP Code: _____________________
Home phone … :________________ Cell phone: __________________ Email address: ______________________________
Preferred … contact (circle one): Home phone Cell phone Email
Areas of Interest
I am interested in receiving … Please return this form to:
[Insert hospital name, staff liaison name, and email and phone contact information