How Follow-Up Calls and Plain Language Can Change Patient Outcomes

Why Patient Communication Still Fails

Patients miss appointments. They don’t take meds. They stop treatment halfway.

It’s not because they don’t care. Most of the time, they’re confused or unsure.

According to a 2023 CDC report, 30% of hospital readmissions are linked to poor communication after discharge. And over 50% of patients say they leave appointments with unanswered questions.

This isn’t a technology problem. It’s a people problem.

Two simple habits can fix a lot of this: clear language and follow-up calls.

The Power of Plain Language

Healthcare has a jargon problem. Words like “co-pay,” “pre-authorisation,” or “clinical pathway” confuse patients.

When patients don’t understand, they make guesses. That’s where mistakes happen.

Use words your grandma would get. Say “call us if you feel worse” instead of “monitor for adverse symptoms.” Say “you’ll get a call in two days” instead of “expect a post-discharge outreach.”

A study by the National Institutes of Health found that patients who receive instructions in plain language are 45% more likely to follow them correctly.

You don’t need to sound smart. You need to be clear.

Talk Like a Human, Not a Form

One of the easiest wins in healthcare is rewriting common scripts.

Instead of saying:

• “You were discharged with instructions to maintain compliance with your medication plan.”
   

Try:

• “Take your pills every day. Call us if you have any side effects.”
   

Leni Alston, a healthcare marketing professional based in Las Vegas, shared a story that proves how much this matters. “A patient called me after getting a letter about her care. She said, ‘I don’t know what any of this means, and I’m scared.’ I read it with her, line by line, and translated each part. By the end, she said, ‘Now I feel like I can handle it.’”

Clear talk lowers fear. That’s step one in recovery.

Follow-Up Calls Show You Care

Many providers think the work ends when the patient leaves. But that’s when a lot of problems start.

Patients forget what you said. They lose papers. They get worried but don’t ask.

A simple follow-up call can prevent all of that.

It doesn’t have to be long. Even a 3-minute check-in works. Ask:

• “How are you feeling?”
   
• “Did you start your medication?”
   
• “Do you know what to do next?”
   

If they say no to any of those, you just avoided a future crisis.

Real Stories, Real Impact

Alston once called a woman a week after helping her choose a service. “She hadn’t called me back, but I left her a message anyway. Just said, ‘Hope you’re doing okay. Let me know if you have questions.’ She called me crying. She said I was the only one who checked in.”

That woman ended up referring more families to Alston than any ad campaign ever did.

Patients remember people who show up.

Quick Tips for Plain Language

Avoid Jargon

If it sounds like it belongs in a textbook, cut it. Use simple words:

• “Heart doctor” instead of “cardiologist”
   
• “Swelling” instead of “inflammation”
   
• “Test results” instead of “diagnostic data”
   

Use Short Sentences

Break long ideas into small parts. One idea per sentence. Like this.

Repeat Important Points

Say the key steps twice. Once at the start, once at the end. People forget. Repetition helps.

Ask for Feedback

Say: “Can you tell me in your own words what the plan is?”
This shows if they understand. If they don’t, start again.

Easy Ways to Add Follow-Ups

Set Reminders

Before a patient leaves, set a reminder for a call 24 to 48 hours later.

Make it part of the discharge process. Don’t leave it to chance.

Keep a Simple Script

Create a basic script for follow-ups.

• “Hi, just checking in. How are you feeling?”
   
• “Any problems with your meds?”
   
• “Need help with next steps?”
   

You don’t need a new call centre. Just a caring voice.

Share What You Learn

Write down common issues from follow-ups. Share them in team huddles or staff meetings.

Fixing patterns helps future patients.

Benefits That Go Beyond the Patient

When patients understand and stay on track, the whole system works better.

Clinics get fewer emergency calls. Staff deal with fewer complaints. Providers spend less time correcting mistakes.

A 2022 Agency for Healthcare Research and Quality study showed that follow-up calls reduced ER visits by 28% in the 30 days after discharge.

Less confusion means better outcomes and better morale.

Final Thoughts: Show Up and Speak Plainly

Healthcare doesn’t need more complexity. It needs more clarity.

You don’t have to redesign your workflow. Just speak in simple terms. And call people back.

It’s the human stuff that makes the biggest difference.

Leni Alston proves that. She built a career on plain talk, patience, and checking in. Not hype. Not scripts. Just care.

Try it. You’ll be surprised how far a clear sentence and a short call can go.