1. Cochran, Veronica Y. MS, RN
  2. Blair, Brenda BS
  3. Wissinger, Laurie MBA
  4. Nuss, Terri D. MS, MBA


Postdischarge telephone calls can enhance patient satisfaction, outcomes, and care continuity. The authors describe the Dallas-Fort Worth-based Baylor Health Care System standardized process for placing emergency department discharge telephone calls to patients. The metrics and guidelines related to the process as well as lessons learned, models of care, the future state of the postdischarge telephone calls, and findings are discussed.