Mount Auburn Healthcare Connection

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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.

• Get the status of patients’ conditions. Following up with patients allows Boucher to get another update on how they are feeling and if they need additional care. She’s also able to find out if patients are following the instructions given to them when they were discharged from the hospital.

  “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.”

• Answer any questions. After patients are discharged, they often have questions about changes in their daily routine, such as new medication.

  “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.”

• Learn about their care and service. Feedback about the patient’s experience while they were cared for at Mount Auburn Hospital is integral to providing high-quality, patient-centered care for everyone that comes to the hospital. Boucher says she wants candid responses, positive or negative.

  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.