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Dial for dollars: Discharge calls bring patient satisfaction

"God grant me the serenity to accept the things I cannot change; courage to change the things I can, and wisdom to know the difference." So begins the "Serenity Prayer," widely credited to Reinhold Niebuhr. Niebuhr was not a trained or experienced marketer, but he empathized with a central concern faced by many in marketing: influence over elements that affect growth (e.g., strategy, advertising, pricing, access, retention, etc.) and those beyond their scope and reach (e.g., demographic shifts, competitor's retention, and the overall growth rate within a given area). This article focuses on retention through examination and analysis of discharge calls as a means to increase patient satisfaction and retention.