Date of Doctor of Nursing Practice Project Completion
Summer 8-2-2026
Faculty Advisor
Christen Goolsby
Abstract
Purpose This quality improvement project aimed to determine whether implementing standardized post-visit follow-up calls within 24–48 hours of urgent care visits would improve patient satisfaction by increasing the clinic’s Net Promoter Score (NPS) from a baseline of 62. Background Declining NPS scores during peak clinic seasons suggested a gap in post-visit communication and follow-up, highlighting the need for a standardized nursing intervention to better support patients after discharge.
Methodology Guided by the AIDET communication framework and the Plan-Do-Study-Act cycle, scripted follow-up calls were implemented across five cycles from February to April 2026 to assess recovery, reinforce discharge instructions, answer questions, and encourage survey completion. Quantitative data were analyzed by comparing baseline and post-intervention NPS scores and call completion rates, while qualitative patient comments were reviewed thematically to identify common perceptions of care.
Results During implementation, 203 calls were attempted and 80 were completed, yielding a 39% completion rate and highlighting limited patient reach as an unexpected challenge. The clinic’s average NPS increased to 80.7, representing a 30% improvement from baseline and meeting the project’s stated aim of improving patient satisfaction. Patient comments emphasized professionalism, timely care, clear communication, and personalized attention, suggesting that follow-up calls helped address the original problem of declining satisfaction.
Implications Standardized follow-up calls can be integrated into routine clinic workflows as a practical strategy to reinforce discharge education, address patient concerns, and strengthen the overall care experience. Ongoing monitoring of NPS trends and call completion rates is recommended to support sustainability.
Keywords
patient satisfaction, urgent care, post-visit follow-up, Net Promoter Score, quality improvement
Recommended Citation
Lindsay Boyer, "Improving Patient Satisfaction Through Post-Urgent Care Visit Follow-Up Calls: A Quality Improvement Project" (2026). Doctor of Nursing Practice Final Project Abstract. 220.
https://digitalcommons.library.tmc.edu/dnp_abstract/220