Improving WOC Practice and Impacting CAHPS Scores/Patient Satisfaction Through Ostomy Focused Discharge Phone Calls

Purpose: Ostomy creation can be a life altering experience that affects patients on many levels. Emotionally, patients are challenged to cope with this new way of life. Additionally, new ostomates are encouraged to participate in the mechanics of pouching. These two factors combined, patients often feel overwhelmed when transitioned into the home setting. The ostomy focused discharge phone call (OFDPC) is a tool that reinforces the continuity of care.  A series of questions addresses the specific type of ostomy, needs/issues, challenges, comfort level, and home care services. The purpose of this innovation study is to improve WOC nurse practices and bridge the potential knowledge gap that can exist when a new ostomate is discharged.

Subject and Setting: The study was conducted at a large urban academic institution. 50 new ostomates (parents of infants to elderly) were called by the WOC nurse within a 1-2 week time period after being discharged from the hospital to the home setting. A series of questions was asked in relation to their type of ostomy, comfort level, and home care services. 

Outcomes: Conducting ostomy focused discharge phone calls showed an increase in patient satisfaction and an improvement in CAHPS scores.