Survey results validate value of geriatric follow up care
The follow up support provided by the Geriatric Transition Nurse team is making a significant contribution to the health and quality of life for elderly patients who have recently visited the Richmond Hospital Emergency Department and their caregivers, according to the results of two surveys conducted earlier this year.
The 2013 Geriatric Transition Nurse Patient and Caregiver Satisfaction Survey was mailed to patients who completed a telephone follow up call between December 2012 and April 2013. 357 of 802 patient surveys were completed and sent back (response rate of 44%). The caregiver satisfaction survey was mailed to these same patients. In total, 157 of 802 caregiver surveys were sent back (response rate 20%).
Patient Survey Results
Following are a few highlights of the patient survey:
• 92% recall receiving a telephone call at home after visiting the Richmond Emergency Department
• 95% felt their concerns were looked after by the telephone follow up nurse
• 75% believed they had a had a better understanding of their health condition after the follow-up telephone call
• 75% said the nurse gave them information that helped them look after themselves
Following are a selection of comments from clients;
“The information that I received was that there was a group I could join to help me control my illness and prevent further attacks.
“It was nice to know that you are trying to help patients after a time in hospital. Thank you.”
“This call was greatly appreciated by both the patient and family. Thank you for doing this great work!”
“I was impressed by the clarity of caller and comments.”
“Program seems to be working. Feel secure about any future hospital visits and future care.”
“It is a wonderful system. Makes a patient feel they are totally taken care of. I have been a patient several times at Richmond Hospital. The care and service has always been excellent.”
Over 65 % of respondents wrote positive feedback about the program and had no suggestions for improvement.
Caregiver Survey Results
Highlights of the caregiver survey include:
o 85% said the follow-up nurse gave them information that helped them take better care of themself
o 86% reported that the telephone follow-up nurse gave them information that helped them take better care of the family member/friend
o 60% reported that the telephone follow-up nurse referred them to other resources/services for caregivers that made sense to them
Following are a selection of comments from caregivers:
“The phone call was very helpful. Didn’t know about 811 phone number. I called and they were able to help explain what I could expect. Thank you.”
“She emphasized how important it is to look after myself and I told her about what I do to keep fit. The phone call was meaningful to me, as the friendly voice and interest was a lovely surprised, not having expected it.”
“Our family really appreciated this call and the referral that the nurse provided to us.”
51% of comments from caregivers were extremely positive. Suggestions for improvement included making a second follow-up phone call and providing the direct phone number back to the nurse. Several people mentioned not knowing when their follow-up appointments were with specialists or how to receive the results of their tests which were performed in hospital.
This was the first time that a patient experience survey was conducted for the Richmond Geriatric Transitions Nurse program. In response to this year’s results, the survey will be modified to include questions about whether the follow up phone call helped the patient make any changes to their health and the utility of the follow up information that is mailed to patients. Based on this Richmond survey, a regional GTN and GEN survey was launched in the summer of 2013. Once results of that survey are received, we will assess whether to continue with the Richmond specific survey.
Many thanks to all of the patients and caregivers who responded to this survey.
About the geriatric transition nurse program
Geriatric Transition Nurses (GTNs) provide telephone follow up assessments for all Richmond clients who are 70 years or older who have visited the Richmond Hospital ED. The GTN team focuses on assessing client needs once they are back in the community, and developing a plan for client self-management – for a chronic condition or disease, a recent fall, medication management, appointment scheduling, or being socially isolated.
Representatives from Power River Hospital are at Richmond Hospital today to learn more about our GTN program so they can adopt it for their elderly ED visitors.