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 from one of the following emergency departments (ED):*
- Cadillac Hospital
- Grayling Hospital
- Manistee Hospital
- Paul Oliver Memorial Hospital
Starting Monday, March 11, ED patients will receive an interactive text survey the next day asking two primary questions:
-
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. -
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 four-month pilot 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 pilot program, please reach out to our ED Medical Directors:
- Cadillac, Grayling | Dr. John Baldwin
- Frankfort, Manistee (interim) | Dr. Jenna Singleton
*Charlevoix Hospital, Kalkaska Memorial Health Center, Munson Medical Center, and Otsego Memorial Hospital are not included in the pilot.