Discharge phone calls: using person‐centred communication to improve outcomes

Aim This article describes the C linical N urse L eader role in implementing person‐centred care bundles to improve patient outcomes through an innovative culture of caring. Background Demonstrating the financial value of introducing the C linical N urse L eader role into an organisation is essential for sustainability. Previous authors have established the C linical N urse L eaders' influence on patient satisfaction and have suggested that C linical N urse L eaders improve the continuity of care after discharge. Evaluation Descriptive data are shared to illustrate the effectiveness of implementing the patient care bundles and a C linical N urse L eader‐driven discharge phone call process. Key issues C linical N urse L eaders who practise from a caring lens are uniquely situated to lead initiatives that drive person‐centred care with the goal of reducing readmission rates. Patients who receive person‐centred care have an improved perception of the hospital experience and are more likely to return to the facility. Conclusions C linical N urse L eaders establish relationships with patients that increase the likelihood of successful outcomes from the discharge phone call process. Further evaluation of the C linical N urse L eader's role and potential impact on patient outcomes is warranted. Implications for nursing management C linical N urse L eaders are uniquely prepared to lead transformational change within an organisation. C linical N urse L eader interventions that are developed at the microsystem level in response to problems may have system‐wide implications.