As a registered nurse, Kristen Boucher knows how important it is to provide her patients with high-quality, compassionate medical care. As cancer survivor, she knows how this care aids in the healing process. That’s why she and her colleagues believe contacting patients after they are discharged is vital to their recovery and in maintaining the patient-centric environment at Mount Auburn Hospital.
“A few years ago, we implemented the call back system to ensure our patients are receiving the best possible care,” says Boucher, a cardiac nurse who has worked at Mount Auburn Hospital for 14 years. “Each week, we call our patients that have been discharged to check how they are doing.”
Boucher outlines the reasons follow-up calls are important for superior care.
“For example, patients who were diagnosed with diabetes will be on a restricted diet when they go home,” Boucher says. “If they tell me they are having trouble with their diet, I will connect them with a dietitian.”
“The phone call allows patients to get answers to questions they may be uncertain about, such as wondering what to do if they forget to take their medication on time or if a certain pain they are experiencing is normal,” Boucher says. “We make sure we address any questions and concerns so they feel comfortable and confident in their recovery.”
If a patient has a concern about how they were cared for, Boucher takes the appropriate steps to address any concerns within the department. Together, they learn how to improve a patient’s experience or celebrate positive feedback.
Every patient is the only patient
“It takes every single person working at Mount Auburn Hospital to create the well-working environment we have—we collaborate, work as a team and respect each other,” says Boucher. “It translates into incredible care for our patients who are at the center of everything we do. We truly believe that every patient is the only patient.”
Experience the patient-centered care at Mount Auburn Hospital. Call (617) 499-5094.