Nurse-led Follow-up Calls after Discharge: Impact of Patient Satisfaction and Survey Returns in a Pediatric Surgical Inpatient Setting

Lucy H. McDaniel, Gardner-Webb University


This study utilizes Cheryl Cox's nursing theory of the Interaction Model of Client Health Behavior to address patient satisfaction and the impact of Press Ganey survey returns. The focus of the research study is to determine if there is an increase in patient satisfaction and increase in the return rate of Press Ganey surveys for an inpatient pediatric surgical unit through a nurse-led follow-up discharge phone call. The study includes participants (n=90), who are parents/legal guardians of pediatric surgical patients, that were asked questions and given a friendly reminder to complete their Press Ganey survey through a follow-up phone call. The majority of participants stated that the nursing care provided to their child was very good or good and the majority noted that they were very satisfied or satisfied with the overall care provided. The participants would like a follow-up call post discharge and most participants report they will return their Press Ganey survey. At the conclusion of the study, Press Ganey surveys had not seen a notable increase; however, patient satisfaction remained high.