Transcript What makes a patient happy?

Living with Call Lights
What makes a patient happy?
Seeing someone who cares every
hour!
What happens if your patient doesn’t
see you every hour?
They push the call light!
I’ll answer your
call light …
… when you answer
my chocolate light.
What’s the last thing you want
when you’re scanning a pile of
meds?
The phone ringing for a call light.
The Answer is
Purposeful Rounding
In 2006, Christine Meade studied the effects of hourly
rounding on call light use, falls, and patient satisfaction.
About 5,000 fewer
calls after rounding
Meade, C. M., Bursell, A. L., & Ketelsen, L. (2006). Effects of nursing rounds on patients
call light use, satisfaction, and safety. American Journal of Nursing,106, 58-70.
OK – What else did she find?
The number of falls (in 27 nursing units) was cut in half.
Meade, C. M., Bursell, A. L., & Ketelsen, L. (2006). Effects of nursing rounds on patients
call light use, satisfaction, and safety. American Journal of Nursing,106, 58-70.
Is that it?
After one year, the percentage of patients who
rated their care as ‘excellent’ was doubled.
!
Meade, C. M., Bursell, A. L., & Ketelsen, L. (2006). Effects of nursing rounds on patients
call light use, satisfaction, and safety. American Journal of Nursing,106, 58-70.
Anyone else looking at this?
.
Jennifer Woodard confirmed these good results on a 40 bed unit when
the charge nurse rounded every hour. Results confirmed decreased call
light use, decreased number of falls, and increased patient satisfaction.
And here’s a bonus: After rounding, almost all patients were “certain”, or
“somewhat certain”, that help would be there when they needed it.
Before rounding was started, more than half “were not sure if a caregiver
would come to help if needed”.
Woodard, Jennifer (2009). Effects of Rounding on Patient Satisfaction and Patient
Safety on a Medical-Surgical Unit. Clinical Nurse Specialist, vol 23 Number 4.
Do half of your
patients think that
you won’t be there
when they need you?
Show them which button to
push, they probably don’t know.
Deritrick, Bokovoy (2006). Dance of the Call Bells. J Nurs Care Qual
Vol. 21, No. 4, pp. 316–324.
Show them your phone.
Explain that the button calls
us directly. Would intercom
work for this patient?
When you want your CNA
When you want your nurse
When you need help now.
I can’t answer it now!
Patient satisfaction is not related to
response time. 5 seconds and 5 minutes
are the same.
Patient satisfaction is dependent on how
you respond to their request.
Institute of Medicine. Crossing the Quality Chasm: A New Health
System for the 21st Century. Washington, DC: The National
Academies; 2001:337.
Roszell, Jone (2009). J Call Bell Requests, Call Bell Response Time,
and Patient Satisfaction. Nurs Care Qual .Vol. 24, No. 1, pp. 69–75
Help out your team
Answer a light for your neighbor
Tell the patient that you’ll get the nurse.
Make the pump stop beeping
Patients hate that beeping pump.
Nurses can answer routine lights
CNAs can answer pain lights
You can answer the call light from your
phone.
Press the start button twice
• It may or may not ring – you will be connected
to the room speaker, or “open air”.
• Choose which patients can benefit from this
• Be careful to disconnect before starting
another private conversation.
Patients want to know that you
will be there for them.
•
•
•
•
Stick your head in the door
Answer by intercom
Send a message that you’ll be there
Build a good track record through
the day
• Apologize for delays
It’s not about answering the light
quickly, it’s about being there when
your patient needs you.
Look in on them, ask if they
need to use the toilet, if they’re
comfortable, if they hurt,
if they can reach their things.
That’s called
purposeful rounding.
“Rather than adding to the nurse's workload,
rounding takes less time than answering call
lights and dealing with repeated requests.”
Ring for the Nurse! Improving Call Light Management
Medscape Education (2008). Downloaded from
http://www.medscape.org/viewarticle/570242_2 on 12/16/2012.
Purposeful rounding works
Not because it’s required -
But because it’s the right thing to do.
Question:
How many of our patients
get help to the bathroom
as quickly as they want?
About half of them – 52%
RiverBend, 8 Medical HCAHPS (Hospital Consumer Assessment
of Healthcare Providers & Systems) report 12/31/12.
Are you willing to look in
on your patients at least
once an hour?
Are you willing to
answer a call light for
someone else’s patient?
Papers cited here are available at the 8 Medical education
web page http://crossroads/SC_8Medical_PHOR/