WCHC finds success in after-hours call program

Washington County Hospital and Clinics has seen success one month after implementing an after-hours call program for community members seeking medical advice after the clinics have closed.

At their board meeting on Thursday, May 30, Chief Nursing Officer Andrea Leyden explained there was a need in the community for questions to be answered after hours. The solution was to come up with an after-hours call program which allows patients to call in with questions and speak directly to a nurse about their concerns.

'It really is working well. We're averaging about 11 calls per week and about 10 percent of those calls overall have had to go to a provider, so that's been very nice. (The calls) have all been answered by my charge nurse and when they are unavailable it has gone to the ED (Emergency Department) nurse,” she said.

A program is in place to prioritize the calls and help connect the patient to the correct provider who can answer the question. Leyden said they have had positive feedback so far and will continue to implement the program.

To contact the after-hours program, the patient will first call the hospital's main registration number where a staff member will be present 2/7. The receptionist will gather information, then connect them with an available nurse. From that conversation, the pair can determine if the patient needs to come in immediately, if scheduling an appointment would be better suited for the situation or provide general information.

If the patient needs to be seen, registration will walk them through the process of making an appointment, all in one phone call.

The after-hours program at Washington County Hospital and Clinics can be accessed at: 319-653-5481.