‘Help, I May Have to Go Home…’ Leaving the Hospital Not Too Early and Not Too Late: Optimising the Discharge Process

Hospital discharge is a complex matter. For patients it often involves insecurity; for hospitals, efficiency plays a major role. The consequences include uncertainty and anxiety among patients, unnecessary readmissions and rising costs for hospitals. Like in hotels where the check-out is the last part of the guest journey, the hospital discharge is crucial for, among other things, image-building. Improving the hospital discharge procedure contributes to a better patient experience and quality of life, word-of-mouth advertising, efficiency and costs for the hospital. In this preliminary study, the hospital discharge in a cancer clinic was studied. It was assumed that the hospital discharge went according to a protocol and a fixed procedure and to everyone’s satisfaction. In order to verify this, the procedure was examined and compliance with the protocol was checked. Amongst others, it became clear that patients experienced the planning of the hospital discharge as unstructured and improvised as there seemed to be no clear moment for discharge. On the staff side, the main focus was on the administrative burden of discharge. Furthermore, a clear coordination and division of tasks between the doctors and nurses was lacking. Hotel management check-out procedures are suggested to improve hospital discharges.