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TRANSCRIPT
4T Call Light Log
Improves Patient
Satisfaction Victoria Malonzo, RN, MSN
February 24, 2011
TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf
1
Objective
To provide an overview in SBAR format of the
implementation and outcomes of the 4T call
light log
TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf
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The Situation
Patient feedback:
No one comes when I press the button
It takes the staff an hour before they get to my room
Someone said they would be right in but no one
showed up
He/She said they would be right back but they never
returned
Low Unit HCAHPS Scores
TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf
3
The Background
Organization focus on improving AVATAR
scores related to “Communication with Nurses”
due to its direct effect on “Willingness to
Recommend” score
Correlated patient feedback with lack of
communication
TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf
4
The Analysis Developed an action plan to implement a call light log
Purpose= to verify patient needs have been met and to close the loop with the patient
Implemented in December 2009
First draft and reaction from staff HUSCs were at first resistant: meant an increase in workload
SHAs/RNs: feeling like they are being checked up on
Worked with staff; Role modeled; gave them the “what’s in it for me”
Continued doing Nurse Manager patient rounds
Still heard issues about quick answering of call light but lack of follow through: Still not closing the loop; HUSCs not calling back in after all call lights (they would document “told RN”, “paged SHA”)
Had HUSC Re-edit the log to include a mandatory call back into the patient room after 5 minutes and writing down what patient said
TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf
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Date:_____________________________
_
HUSC
Name:_________________
_
Shift:___________
________
Tim
e
Roo
m # Issue/Need
Call back into the room
after 5 minutes and write
what pt said
Repage if
issue/need not
resolved yet
(Name of staff
repaged) OR
WRITE "DONE"
IF NEED WAS
MET AFTER 1ST
CALL BACK
Call back into the
room again after
5 minutes if no
one has met the
pt's needs and
write what the pt
said (after 2nd
call back)
Go look for
RN/SHA if need
was not met after
2nd call back OR
WRITE "DONE"
IF NEED WAS
MET AFTER
2ND CALL BACK
Go and help
the pt
yourself (if
under your
scope) or go
and tell pt
about delay
AND WRITE
"DONE" IF
YOU WENT
YOURSELF
908 5 IV Beeping my nurse came already done
113
7 12 help to the bathroom I am still waiting for help repaged Maria
Maria came to
help me done
144
8 25 help to reach my phone I am still waiting for help repaged Esther
no one has come
yet
Esther stuck in
room 16
went myself-
done
TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf
6
TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf
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The Analysis Outcomes:
Increase in accountability of the staff to responding
to call lights
HUSCs report a decrease in duplicate call lights from
same patient
Patients identify this as something they like when I
ask for patient feedback during rounds
Increase in willingness to recommend and
communication with nurses HCAHPS scores
TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf
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The Recommendation
Units with a dedicated HUSC could use a similar
process to improve communication with their
patients and increase customer service
TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf
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