Brian,
UCSF has purchased the service of a vendor called CipherHealth that has designed an automated discharge phone call system. It is being rolled out in phases to all UCSF services. I have the agenda from a retreat I attended in February with the pertinent project managers I will insert below.
I was skeptical of an automated system at first, but they have customized it for UCSF extensively, recorded our own voices for messages, and created entire menu options based on UCSF-specific needs. There is a call center within UCSF that has been set up with nurses whose primary job function is triaging escalated problems identified by the patient responses. To Lindsay's point, the patient experience is playing a huge role in this project with improved patient satisfaction scores and the ability to address concerns directly with a live nurse rather than escalated through the usual complaint channels. Another huge impact area is medication problems. Nurses are able to resolve almost all of these issues over the phone with very little escalation to the pharmacists or attendings.
Patients are told at discharge they will be receiving this call and can see UCSF Discharge Call Center on the caller ID. There is incredibly high completion rate... some services approaching 80% completion. There are several languages available.
I will try to get a summary deck for you, or feel free to contact Carla Graf who is the Transitions in Care Project Manager.