In 2012, Georgian Bay General Hospital’s surgery nurses decided they wanted to find ways to improve the service they provide to patients. So they decided to start conducting post-op phone calls with patients to gather feedback about their surgical experience.
Nurses began to call patients the day after they went home from surgery to find out how their recovery was going. They asked questions related to their surgical care in hospital, their pain post-surgery and their wound sites. Although the team cannot provide treatment advice over the phone, by listening to patients they could advise whether the patient should see their family physician or come immediately to the emergency department for followup.
Through thorough tracking of the calls, the nurses…