Background
Little is known about care coordination and communication with outpatient endocrine surgery patients. This study evaluated phone calls between office nurses and surgical patients to identify common issues addressed and their effect on patient care.
Methods
Qualitative analysis of pre- and postoperative phone conversations between office nurses and endocrine surgery patients.
Results
We identified 183 thyroidectomy patients with 38% contacting our office prior to surgery and 54% within 30 days after surgery. Common reasons for preoperative calls included questions about preoperative evaluation (21%), medications (18%) and insurance/work paperwork (12%). Postoperatively, common topics included medications (23%), laboratory results (23%), and concerns about wounds (12%). Nursing staff prevented unnecessary readmission in 7 patients (4%) while appropriately referring 16 (9%) for early evaluation.
Conclusion
Patients frequently contact their surgeons before and after endocrine surgery cases. Our findings suggest several areas for improving communication with patients.