Save time and sanity with simple changes to patient instruction sheets

Effectip: Modifying your instruction sheets to specifically answer common patient questions can help significantly reduce preventable calls and messages that you and your admin need to manage

Getting lots of calls about incision care, healing or what’s “normal”? Your instruction sheets might not be doing their job. Here’s how to update them so patients feel more confident and your admin gets fewer calls.

I was three years into practice before I realized that I had a problem. One day, I overheard my admin on the phone coaching a patient through what to do with their bandage. 

This surprised me. I had a post-op instruction sheet with what I *thought* were clear instructions. After each procedure, patients would take home the appropriate sheet for the type of procedure they had (I’d verbally review this with them before leaving, as well).

I asked her how many calls per week like that she was getting, and the number was disconcertingly high. And most questions were about things that I assumed were clear on my post-procedure information sheet. Boy, was I wrong. 

What I learned about my post-op instruction sheet

Humbled and somewhat embarrassed, I learned two important lessons. 

First of all, I learned that what I thought was easily understandable and what my patients felt was clear and useful information were two very different things. For us, the post-procedure care feels easy, but it’s not necessarily straightforward for patients (like the guy who, I quote, put “burnt car oil on the scar to get it to calm down”). 

I also learned that it’s not enough to set up instruction sheets once. We need to go back and make sure that they are actually working! 

Based purely on the over dozen plus phone calls per week my admin was getting, I obviously had some work to do. 

How I revamped my recovery instructions 

Being a good Girl Scout, I revamped it. I laid out the instructions differently, used a larger font and included answers to common questions my admin was often asked about. Eventually, I included a QR code to a basic website with a gallery of photos of what was considered “normal” healing (stay tuned… a post on this is coming soon). 

Admittedly, this was not a slam dunk on the first revamp. It took a couple of versions and many personal pep talks, but eventually we reached a point where my admin now receives less than one call per day for something that is either part of normal healing or how to manage the incision/bandage. 

The benefits of clearer aftercare instructions 

The point of this post? Can you reduce the number of preventable phone calls or messages from patients for things that are normal and expected? 

For my admin, over a dozen phone calls per week, each lasting a couple of minutes, adds up to over 45 minutes of preventable extra work per week. That adds up. There are other things she can do with that time. Not to mention protecting her job satisfaction.

Selfishly, saving a few end-of-day phone calls that are purely reassurance is huge win. A few less tasks I need to do in the week. Tasks which have turned out to be unnecessary once I found a way to communicate the information to patients more clearly and pre-emptively (scars will feel thick and lumpy for the first few weeks!) and provide them with answers to common questions and concerns. My admin and I are both winning here.

Another bonus? Since updating my instruction sheets, patients have commented that they felt more reassured and confident with what to expect. 

How to update your discharge instructions  

If you haven’t revisited your instruction sheet or are still using one borrowed from a colleague, here’s how you can save everyone’s time (and sanity). 

Step 1: Look at what your patients are asking 

Ask your admin about the types of phone calls they get about post-procedure care and healing. Or maybe look at your schedule and see how many end-of-day phone calls you made or messages you sent that ultimately served only as reassurance. You might be surprised. (This humbled girl certainly was.)

Step 2: Update your instructions to answer those questions 

Use plain language. Think of what patients actually say (e.g., “Is it supposed to look like this?” or “My bandage fell off – what now?”). 

Step 3: Test it & Revise as Needed 

Start using your updated sheets and ask your admin if they noticed a drop in calls. If not, keep tweaking. You’ll get there! (I had to revamp mine a few times before they were just right). 

If you do any procedures in your practice, have you ever asked your admin how many phone calls they get a week from patients asking about how to take care of their incisions, if X is normal or what to do with the bandage?

Share your tips!

This can’t be the only way to communicate instructions and manage preventable calls and messages. If you have other tricks, please take a second to share in the comments.