Care plan delivery and acknowledgment
How do we deliver the care plan or the discharge instructions to the patient or the caregiver after a visit or a discharge, and capture their acknowledgment in the record?
Make the care plan a delivered, acknowledged document. After a visit or a discharge, Callvu takes the care plan or the discharge instructions from the EHR (the medications and the changes, the follow-up appointments, the warning signs and who to call, the activity and diet instructions, the equipment and the home services), delivers it to the patient or the caregiver the patient named in their language and in the channel they chose (the portal, a link by text, print at the bedside), presents the key items in plain terms with a teach-back question where the policy requires it, captures the acknowledgment with the signer and the time, chases an undelivered or unacknowledged plan on the policy's schedule, routes a plan the patient disputes or cannot follow to the care team in the Decision Desk, and writes the delivery and the acknowledgment to the EHR against the encounter.
In scopeSimpleCallvu moves: write back
Last updated November 7, 2026.
The problem today
The discharge instructions were printed and handed to the patient's son, who left them in the car, and the medication change never happened.
The care plan is the most important document the patient leaves with and the least likely to be read: printed at the bedside in small type, handed to whoever is in the room, in a language the patient may not read well. Readmissions and complaints trace back to a medication change missed, a follow-up appointment not kept, a warning sign not recognized. The record says 'instructions given'.
The discharge planning conditions of participation require the hospital to include the patient and the caregiver in the plan and to provide the discharge instructions and the necessary information; the medication reconciliation rules require the reconciled list to be given to the patient; the meaningful use and interoperability rules require the clinical summary to be available in the portal; the language access rules require the patient's language. A delivered and acknowledged plan is a record; a handed sheet is not.
A care plan the patient or the caregiver read, understood and acknowledged is the one that gets followed.
How it runs
From the requestto the system of record.
A visit is completed or a discharge is ordered in the EHR with a care plan or discharge instructions. Callvu opens the delivery on the encounter.
- Patient or caregiver
- Receives the plan in their language and channel, answers the teach-back question where required, and acknowledges on their phone or the bedside screen.
- Care team
- Finalizes the plan in the EHR and decides disputes and barriers in the Decision Desk.
- Callvu
- Takes the plan, delivers it, presents the key items, captures the acknowledgment, chases, routes and writes back.
Take the plan and the recipient
The care plan or the discharge instructions are taken from the EHR (the reconciled medication list with the changes marked, the follow-up appointments and the pending orders, the warning signs and the contacts, the activity, diet and wound instructions, the equipment and the home services), with the patient's language, accessibility needs, the caregiver the patient designated for information and the channel the patient chose.
Deliver and present the key items
The plan is delivered in the patient's language and channel (the portal, a link by text to the patient and the designated caregiver, print at the bedside with the link), the key items (the medication changes, the first follow-up, the warning signs) are presented in plain terms, and where the policy requires a teach-back the patient or caregiver answers a short question on each key item.
Capture and chase
The patient or caregiver acknowledges receipt and understanding with the signer and the time; an undelivered or unacknowledged plan is chased on the policy's schedule by text and by a call; a patient or caregiver who disputes the plan, reports they cannot follow it (cannot afford a medication, cannot get to the follow-up) or answers the teach-back incorrectly goes to the care team in the Decision Desk with the answer and only the allowed outcomes (a call from the nurse, a revised plan, a social work referral, or documentation of the patient's decision).
Write back
The delivery (the channel, the language, the version, the recipient) and the acknowledgment with the teach-back answers are written to the EHR against the encounter, the post-discharge follow-up reads the plan and the flags, and a plan revised by the care team is re-delivered on the same record.
Where it ends: The plan reached the patient or the caregiver in their language, the key items were understood or flagged, and the EHR holds the delivery and the acknowledgment against the encounter rather than a note that instructions were given. The Decision Trace shows the recipient, the channel and any decision; the Audit Trace shows the delivery, the acknowledgment and the chases with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The portal, a text link to the patient and the caregiver, or the bedside screen before the patient leaves.
The back office
The care team sees acknowledgment status and the flags; the follow-up process reads the plan.
The Decision Desk
- A disputed plan, a reported barrier or a failed teach-back goes to the care team in the Decision Desk with the answer and only a nurse call, a revised plan, a social work referral, or documentation of the patient's decision.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
23 hospitals in the Ministry of Health network run on Callvu.
Across Callvu customers
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
Who receives the care plan?
The patient and the caregiver they designated, in the patient's language and the channel they chose, from the EHR.
What is acknowledged?
Receipt and understanding of the key items (the medication changes, the first follow-up, the warning signs), with a short teach-back question on each where the policy requires it.
What if the patient cannot follow the plan?
They say so on the same screen, and the care team decides the same day: a nurse call, a revised plan, a social work referral, or documentation of the patient's decision.
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