2-Day Post Discharge Contact A3 – Columbia VA Health Care System

This quality improvement project at Columbia VA HCS aimed to increase timely post-discharge contact with Veterans by raising the facility-wide 2-day contact rate from 70.1% to 85%. A multidisciplinary team used Lean Six Sigma tools, including cause-and-effect analysis and PDSA cycles, to identify and address barriers. Interventions included standardizing contact workflows, verifying contact information before discharge, educating staff, and improving access to discharge data. Pilot efforts such as distributing post-discharge cards and scheduling follow-up calls were tested and refined. While the target was not fully met, the contact rate improved to a peak of 79.86%, with enhanced staff awareness and communication. The project underscored the importance of accurate data, leadership support, and frontline engagement. Attendees will learn how structured improvement methods can strengthen care transitions, reduce readmissions, and improve Veteran satisfaction through scalable, data-driven strategies.

Describe how standardized workflows and staff education can improve post-discharge contact rates.

Apply PDSA cycles to test and refine interventions aimed at improving care transitions.

Explain the importance of accurate data and stakeholder engagement in sustaining process improvements.