Author(s)
Alexander Chern, MD
Marc L Bennett, MD
Affiliation(s)
Columbia University Medical Center
Abstract:
Objective: To improve patient satisfaction and understanding of what to expect after chronic ear surgery and reduce callvolume to an otology clinic at an academic tertiary referral centerStudy Design: Quality improvement initiativeSetting: A single academic tertiary referral centerPatients: One hundred and ten patients who underwent chronic ear surgery in March to May 2018Intervention: Preoperative counseling over the phone 1 week prior to surgeryMain Outcome Measures: Patient call volume to the clinic within a 2-week postoperative window, patient understandingand satisfaction of perioperative courseResults: There was a significant increase in patient satisfaction (6.4% increase, 9.8 intervention vs. 8.9 no intervention,p=0.0032) and in patient understanding of what to expect after surgery (8% increase, 9.5 intervention vs. 8.9 nointervention, p=0.0275). There was a significant decrease in mean number of calls per patient to the clinic (57.5%decrease, 0.31 intervention vs. 0.72 no intervention, p=0.0105) and in percentage of patients who made any number ofcalls to the clinic (20% intervention vs. 46%, no intervention, p=0.00438). Intervention group had less variation in numberof calls per patient (i.e., smaller variance, VAR=0.47) compared to the no intervention group (VAR=0.87).Conclusions: Verbal preoperative counseling over the phone was effective in significantly reducing unnecessary callvolume to the clinic and in improving patient satisfaction and overall understanding of what to expect after surgery.Define Professional Practice Gap & Educational Need: Otolaryngologists receive an overwhelming number of phonecalls. Any methods to reduce calls and achieve better outcomes are beneficial to all.Learning Objective: Attendees will appreciate quality improvement strategies to attain patient satisfaction andunderstanding, as well as reduce clinic call volume.Desired Result: Attendees will implement the discussed quality improvement strategies in their own practice to improvepatient satisfaction and understanding, optimize clinical workflow, and ultimately facilitate quality patient care.Level of Evidence: Does not apply - This study is a quality improvement initiative.IRB: Exempt1. Virginia Tech Carilion School of Medicine2. Akron Children’s HospitalHearing