Designing a better follow-up phone call
Question wording, accessibility and callbacks for a concise and actionable conversation.
The best follow-up question is one a patient can actually understand and answer. A technical term may sound concise but have no equivalent in everyday speech. Write questions in patient language and ask about one thing at a time.
At the start of a call, explain its purpose and approximate length. Offering another time if the patient is unavailable may produce more reliable answers than a rushed conversation.
Questions can follow a logical order: general wellbeing, specialty-specific symptoms, measurable values and the patient's own concerns. 'Are you in pain?' can be followed by where it is and whether it has changed.
Response choices should be consistent. If a 0–10 scale is used, explain it the same way each time; where an open answer is needed, preserve the patient's own words. This makes future comparisons easier.
Language and accessibility need planning. Record the patient's preferred language, hearing or speech difficulties, a suitable calling time and whether a family member's support is needed. Automated calls may not be suitable for every patient.
At the end of the conversation, state the next step clearly. Will routine monitoring continue, will the team call back or should the patient contact a healthcare facility directly? The message must follow institutional protocols.
Finally, measure quality. Completed-call rate, abandoned calls, confusing questions and patient feedback can inform improvements to the question set. Technology should serve good clinical communication, not replace it.