Day Three Call
Every discharged patient heard at 72 hours; every red flag reaches a nurse today.
The job
Makes sure every discharged patient is heard 72 hours later and warning signs reach a clinician the same day. Each discharging ward learns what it keeps missing, and the programme can show the readmissions and emergency returns it caught, in dollars.
The moment
72 hours after going home, a discharged patient gets a call from the voice agent. At 10:02 the patient says the wound is hot and leaking.
At 10:04 the surgical ward's charge nurse has a callback card with the patient's words, and by 14:00 the patient is in the wound clinic.
The quality lead plays the 20-second call clip, then compares with last year: 23 similar patients with the same warning sign were never called, and 9 came back through the emergency room.
The counter shows 17 patients caught this month, avoiding about $612,000 in emergency returns and readmissions. The assumption behind each case's cost is one tap away.
What it does
- Page charge nurse and create callback task
- Log callback outcome
- Book follow-up appointment
- Move to human retry list
- Send ward gap brief
- Place day-three voice calls
What you see
Morning call sheet and red-flag rail of patient cards with masked record numbers, a ward gap league with bands and a caught-vs-not-called proof lane
What it moves
The share of patients with warning signs reached by a nurse the same day (target 100%), emergency room returns within 14 days per 100 discharges compared with patients who weren't called, and dollars avoided each month.
Built for
- Contact-centre operations
- Frontline staff
- QA, training & knowledge
- Finance
