No Pass Zone Initiative

Melinda Swander
University of Central Florida

Objectives:
Identify at least three tactics in which patients and/or their families use
to indicate to the staff that they need attention
List four methods all associates can use to improve the way their
responsiveness is perceived
Discuss the five steps for responding to a call light of a patient that is
not directly assigned to the staff member
Evaluate two key phrases that work to improve patients perception
when responding to a call light

How can we show our responsiveness?

Respond to call lights quickly
5 foot rule
Way finding
Elevator etiquette

(Press Ganey, 2010)

How do patients communicate they need our help?

Press call light
Non-verbal cues

Stand in doorway
Call out

(Press Ganey, 2010)

How do our patients rate our responsiveness?

(Health Stream, 2015)

Who can impact patient perception?

No Pass Zone Initiative

Call light goes on

Knock prior to entering & hand sanitize

Use AIDET

Ask yourself, Can I address?

If yes, complete task

If no, use words that work and find assistance

Close the loop with patient

Conduct an environmental safety assessment

(Community Cares, 2015)

Adobe Connect
Discussion:
th
December 10
1400-1500

References
Community Cares. (2015). No pass zone algorithm. Retrieved from
http://mrhswss02/The%20Munroe%20Way%20Toolkit/No%20Pass%20Zo
ne%20Resources/No%20Pass%20Zone%20Algorithm.pdff (Available on
hospital intranet)

HealthStream. (2015). Insights online. Retrieved from

https://www.healthstreamresearch.com/InsightsOnline/Pages/ReportBuild
er.aspx (Available on hospital intranet)
Press Ganey. (2010). CAHPS Hospital Survey (HCAHPS): Solution
starter. Retrieved from
http://mrhswss02/HCAHPS/Understanding%20HCAHPS/HCAHPS%20S
olution%20Starter.pdf (Available on hospital intranet)