Going into and leaving hospital

Automated telephone monitoring service

Woman on phone

Adult Services will be piloting a post discharge automated telephone monitoring service to monitor the health and wellbeing of patients being discharged from an acute hospital setting. Initially this will be run as a pilot at the QA Hospital in the south east of Hampshire. Subject to final evaluation it will be rolled out to the rest of the Hampshire County Council area.

The system is quick and easy to use, with each call lasting just over 2 minutes. It will help us make sure we can regularly check how the patient is getting on when they get home. It is a free service to the service user and Adult Services can send the calls to either the home or mobile ’phone number.

The monitor will automatically call discharged patients and ask them to record their state of health. Calls can be made on a date and time specified by the patient. A view of the client continuing recovery and health can be built up and the post discharge monitor will automatically alert the care team if a patient’s wellbeing is deteriorating or if they have concerns.

The new service is intended to support patients discharged from hospital to check how they are coping at home for a period of 30 days. If the patient opts to receive this automated service it will periodically contact them by phone. If a patient response raises a concern an email is sent to Adult Services to arrange a follow up.

This is an additional service and does not replace existing processes, for instance handling emergencies or critical issues.

Who will make the calls?

The calls will be made by a computer using a synthesised voice that will announce the call as being made on behalf of Hampshire Adult Services.

  • The calls will be made between the hours of 10am and 4 pm, Monday to Thursday.
  • If the recipient of the call cannot get to the ‘phone or If there is no answer the system will make five additional attempts.
  • If the answerphone is on, a message will be left and a call back will be made later.

Patients can opt out of this service at any time by calling 0845 603 5630 and asking for the Professional Advisors Team who will be able to stop the calls.

What qusestions will I be asked?

The system will ask five questions and offer the following responses:

  1. Are you taking your medicines regularly as prescribed? – yes/no
  2. Are you eating and drinking regularly? - every day, most days, only on some days
  3. Are you able to go to the toilet as normal? – never have problems, have some problems, have problems most of the time
  4. Are you worried? – yes/no
  5. Would you like a social worker/care manager to contact you? - yes/no

Further help and advice

Contact us on:

  • 0845 603 5630 if you need help or advice during the following times Monday - Thursday 8.30am to 5pm and Fridays 8.30am to 4.30pm

  • 0845 600 4555 if you need help or advice at any other time

If at any time you need immediate care please call your GP or if urgent the emergency services on 999.

*Calls are made on our behalf by Message Dynamics Ltd - for more information see their website