About the Course
The Discharge Phone Calls course is designed to empower you with the tools and context to elevate patient care and reinforce your organization’s commitment to excellence. By the end of this course, you’ll feel confident in using Cares Connect to enhance patient satisfaction, ensure continuity of care, and build meaningful connections with those you serve
This course is best for:
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Leaders
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Physicians
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Staff
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Anyone looking to improve healthcare communication
By the end of this 4-part course, you will be able to:
- Conduct effective and supportive discharge phone calls
- Address a variety of patient concerns with empathy and clarity
- Collaborate efficiently with interdisciplinary care teams
- Strengthen patient trust and engagement during transitions
- Reduce readmissions and enhance overall care experiences
Lessons:
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Lesson 1
Discharge Phone Calls: Introduction
In this lesson, you'll learn the core principles of the Cares Connect methodology for discharge phone calls—designed to support safer patient transitions, improve care experiences, address health equity gaps, and reduce clinician burden. Using a real-world examples, you’ll see how timely follow-up calls help identify and resolve issues patients face after leaving the hospital. At the end of this lesson you will learn: The four primary objectives of the Cares Connect methodology. The importance and impact of timely post-discharge phone calls. How compassionate connection and escalation protocols lead to safer recoveries. The types of questions asked during a Cares Connect call to identify and resolve concerns. (Video Duration 7mins:2s)
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Lesson 3
Discharge Phone Calls: Following Up with Patients
In this lesson, you will learn how to effectively follow up with patients after an escalation using the Cares Connect methodology. We'll explore common types of patient concerns—including discharge instruction confusion, medication questions, follow-up care access, service disappointments, and urgent needs—and provide practical communication strategies and tools to address each scenario. You'll learn how to use techniques like Teach-Back, collaborate with care teams such as pharmacy or case management, and make warm, informed introductions using notes from the Cares Connect team and the electronic health record. By the end of this lesson, you'll be better prepared to provide safe, empathetic, and responsive care during post-discharge follow-up calls. (Video duration 6mins: 32s)
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Lesson 4
Discharge Phone Calls: Response to Escalations
This lesson equips healthcare professionals with the skills and tools needed to respond compassionately and effectively during post-discharge follow-up calls using the Cares Connect methodology. As patients transition home, they may experience a range of emotions and concerns—this lesson prepares you to navigate these moments with empathy, clarity, and professionalism. This lesson also includes practical language, sample responses, and follow-up strategies to help you build trust, ensure clarity, and provide compassionate care throughout the discharge process. (Video duration 6mins: 06s)
Discharge Phone Calls
Purchase this HXA Instructional course to gain access to 4 video lessons on Discharge Phone Calls. This one-time fee grants individual access to this course for 12 consecutive months from date of purchase.
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Discharge Phone Calls
Lessons:
-
Lesson 1
Discharge Phone Calls: Introduction
In this lesson, you'll learn the core principles of the Cares Connect methodology for discharge phone calls—designed to support safer patient transitions, improve care experiences, address health equity gaps, and reduce clinician burden. Using a real-world examples, you’ll see how timely follow-up calls help identify and resolve issues patients face after leaving the hospital. At the end of this lesson you will learn: The four primary objectives of the Cares Connect methodology. The importance and impact of timely post-discharge phone calls. How compassionate connection and escalation protocols lead to safer recoveries. The types of questions asked during a Cares Connect call to identify and resolve concerns. (Video Duration 7mins:2s)
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Lesson 3
Discharge Phone Calls: Following Up with Patients
In this lesson, you will learn how to effectively follow up with patients after an escalation using the Cares Connect methodology. We'll explore common types of patient concerns—including discharge instruction confusion, medication questions, follow-up care access, service disappointments, and urgent needs—and provide practical communication strategies and tools to address each scenario. You'll learn how to use techniques like Teach-Back, collaborate with care teams such as pharmacy or case management, and make warm, informed introductions using notes from the Cares Connect team and the electronic health record. By the end of this lesson, you'll be better prepared to provide safe, empathetic, and responsive care during post-discharge follow-up calls. (Video duration 6mins: 32s)
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Lesson 4
Discharge Phone Calls: Response to Escalations
This lesson equips healthcare professionals with the skills and tools needed to respond compassionately and effectively during post-discharge follow-up calls using the Cares Connect methodology. As patients transition home, they may experience a range of emotions and concerns—this lesson prepares you to navigate these moments with empathy, clarity, and professionalism. This lesson also includes practical language, sample responses, and follow-up strategies to help you build trust, ensure clarity, and provide compassionate care throughout the discharge process. (Video duration 6mins: 06s)
