Automated Phone Assessments and Hospital Readmissions

Abstract

This analysis examined the efficacy of an automated postdischarge phone assessment for reducing hospital readmissions. All patients discharged between April 1, 2013, and January 31, 2014, from a single Level 1 trauma hospital of a large regional health system center utilizing an automated postdischarge phone assessment service were contacted via automated call between 24 and 72 hours post discharge. Patients answered 5 questions assessing perceived well-being, understanding of discharge instructions and medication regimen, satisfaction, and scheduled follow-up appointments. Responses could automatically prompt health personnel to speak directly with the patient. Data analysis examined rates of hospital readmission—any admission occurring within 30 days of a previous admission—for 3 broad categories of respondents: Answering Machine, Live Answer, and Unsuccessful. There were 6867 discharges included in the analysis. Of the Live Answer patients, 3035 answered all assessment questions; 153 (5.0%) of these had a subsequent readmission. Of the 738 Unsuccessful patients, 62 (8.4%) had a subsequent readmission. Unsuccessful patients were almost 2 times more likely to have a readmission than those who answered all 5 assessment questions. Of the latter group, readmission rates were highest for those who perceived a worsening of their condition (7.4%), and lowest for those reporting no follow-up appointment scheduled (3.8%). (Population Health Management 2016;19:120–124)