Munson Expands Patient Outreach Program Following ED Visit

Munson Expands Patient Outreach Program Following ED Visit
07.29.2024

To improve the patient experience and outcomes, Munson Healthcare has partnered with SCP Health to pilot an outreach campaign to adult patients (18+) upon discharge. After a successful four-month pilot at four* of our system hospitals, we are now expanding this program to the following emergency departments (ED), which will complete our system-wide implementation of this initiative:

  • Charlevoix Hospital
  • Munson Medical Center (Traverse City)
  • Otsego Memorial Hospital (Gaylord)

Starting Monday, August 5, discharged ED patients will receive an interactive text survey the next day asking two primary questions:

  1. Do you have any concerns about your condition? 
    If answers yes, patient will be directed to contact their primary provider. Patient will also have an option to immediately connect to Munson's Ask-A-Nurse hotline if their primary provider is not available or they don't have a PCP. Ask-A-Nurse is available 24/7, 365 days a year.
  2. Were you satisfied with your overall experience at the Emergency Department?
    If answers no, the patient will receive follow-up questions on specific areas of concern. A free text option is also provided for all responses (negative and positive). Negative responses will be followed up with a call from a patient coordinator to help us better understand the concern and how we can help.

This outreach campaign will support patients in connecting them with clinical resources, if needed, after their ED visit. We will also use patients' real-time feedback to improve our ED services.

The program is designed to minimize any potential patient confusion or overlap with outreach initiatives by primary care providers. If you have any questions on this program, please reach out to our ED Medical Directors:


*Cadillac Hospital, Grayling Hospital, Manistee Hospital, and Paul Oliver Memorial Hospital were included in the original pilot.