Evaluation of discharge envelopes

New York-Presbyterian Hospital (NYP) facilities currently distribute “Welcome Packets” with maps, hospital and neighborhood information, and a discharge collection envelope to organize patients’ paperwork. Using the Hospital Consumer Assessment of Healthcare Providers and System Survey, NYP conducted an assessment of patient satisfaction with the discharge portion of the packet. In response to less than desirable scores, NYP requested a Capstone team to analyze the packet delivery process and develop recommendations to improve patient satisfaction. The team surveyed and monitored the distribution and completion of these packets in 10-15 of NYP’s 41 in-patient departments. After analyzing the data, the team developed a new implementation strategy to collect, distribute, and monitor patients’ discharge information in a clear and comprehensive way.