Automated telephone follow‐up programs after hospital discharge: Do older adults engage with these programs?. Issue 10 (29th June 2022)

• Record Type: Journal Article
• Authors: Harrison, James D.; Sudore, Rebecca L.; Auerbach, Andrew D.; Shah, Sachin; Oreper, Sandra; Wheeler, Margaret "Meg"; Fang, Margaret C.
• Is Part Of: Journal of the American Geriatrics Society. Volume 70:Issue 10(2022)
• Page Start: 2980
• Page End: 2987
• Publication Date: 2022-06-29
• Subjects: health services delivery -- telemedicine -- transitional care; Geriatrics -- Periodicals; 618.97
• DOI: 10.1111/jgs.17939
• Languages: English
• ISSNs: 0002-8614

Abstract

Abstract: Background: Health systems have developed automated telephone call programs to screen and triage patients' post‐hospital discharge issues and concerns. The aims of our study were to determine whether and how older adults engage with automated post‐hospital discharge telephone programs and to describe the prevalence of patient‐reported post‐discharge issues. Methods: We identified all telephone calls made by an urban academic medical center as part of a post‐hospital discharge program between May 1, 2018 and April 30, 2019. The program used automated telephone outreach to patients or their caregivers that included 11 distinct steps 3 days post‐discharge. All adults discharged home from the hospital, were included, and we categorized patients into ≤64 years, 65–84 years, and ≥85 years age groups. We then compared call reach rate, completeness of 11‐step calls and patient‐reported issues between age groups. Results: Eighteen thousand and seventy six patients were included. More patients 65–84 years old were reached compared to patients ≤64 years old (84.3% vs. 78.9%, AME 5.52%; 95%CI: 3.58%–7.45%). Completion rates of automated calls for those ≥85 years old were also high. Patients ≥85 years old were more likely to have questions about their follow‐up plans and need assistance scheduling appointments compared to those ≤64 years old (19.0% vs. 11.9%, AME 7.0% (95%CI: 2.7%–11.3%). Conclusion: Post‐hospital automated telephone calls are feasible and effective at reaching older adults. Future work should focus on improving discharge communication to ensure older adults are aware of their follow‐up plan and appointments.