Leaving the hospital is more than just signing papers and walking out. It is the last impression a patient carries, and it can shape how they feel about their care. At Catalyst by Wellstar, we wanted to better understand what that moment is really like. So, we asked our Voice community of nearly 164,000 Wellstar patients and consumers. We surveyed them and followed up with conversations to hear their stories firsthand.
The feedback gave us reasons to celebrate and clear areas to improve.
The Good News: Discharge Works (Mostly)
Most patients described their discharge as smooth, professional, and straightforward. They appreciated when staff explained medications and next steps clearly. For many, it was a seamless handoff from hospital to home.
But not everyone had that same experience. As Mrs. Amanda shared, “I was in the restroom when the nurse went over things with my husband… I would have preferred to have heard it firsthand. Before we left, I saw on the papers that my CT scan was abnormal and had to track someone down to explain it. Once I got my answer, I was fine, but that left me a little uncomfortable.”
Communication feels strongest when it reaches patients directly and brings their loved ones into the loop
The Waiting Game
Several patients talked about the challenge of waiting to be discharged even after they were ready to go. Mrs. Barbara put it simply: “It just took an extremely long time… you’re ready to go, you’re just ready to go, and you don’t know what the problem is.”
Discharge delays can turn an otherwise smooth experience into a frustrating one.
The Drop-Off: Questions at Home
Our survey showed that about a quarter of patients went home with lingering questions. Fewer than half of them were able to get answers. Many did not know who to contact, and some could not reach anyone when they tried.
Mrs. Barbara experienced this gap herself. “They just assume when you leave, you go see your primary doctor. But if it’s on a Friday, you can’t see a primary doctor… So, then what? That’s a big gap.”
Mrs. Amanda added that better instructions would help patients navigate those in-between moments. “It could be more clear on the discharge papers… If it’s not an emergency and you can’t see your specialist yet, call your primary care. If you don’t have a primary care, here’s your nearest urgent care. It doesn’t have to be detailed. It could almost be fill-in-the-blank.”
The Power of Follow-Up
Patients also told us that follow-up makes a difference. Nearly half of those surveyed said they would welcome daily text messages after discharge to stay on track. Even more wanted clear one-page guides with actionable steps.
But follow-up is not just about tools. It is about human connection. “I was just amazed when I got a phone call following up. Just checking to see how you’re doing. It meant I was not just another number coming through,” said Mrs. Barbara.
Mrs. Amanda also highlighted how valuable it felt to hear directly from her doctor. “In this case, it mattered that the call came from the doctor because I wanted to clarify some results. I have a little health anxiety and talking to the doctor and just asking that question felt good.”
What Patients Want
Across surveys and interviews, patients told us they want:
Turning Insights Into Action
We see this feedback as a roadmap. We can personalize discharge instructions so they feel relevant, simplify materials into bite-sized guides, and make it absolutely clear who patients can reach out to. We can also test new touchpoints, like text check-ins, to extend care into everyday life.
Mrs. Barbara may have said it best: “The nurse should sit down with the patient, go over the paperwork, and make sure the person understands everything. It won’t even take five minutes.”
Sometimes innovation is not about adding something new, but about making space for the moments that matter most.
Why This Matters
Discharge is not the end of care. It is the beginning of recovery. When patients leave confident and supported, they are
more likely to heal well.
Listening to our community is how we spark change. Every story, every suggestion, and every piece of feedback helps us create healthcare that feels more human.
Your voice matters, and we are listening.
