Patient Perception of Nurse Responsiveness to Patient Calls
Shannon Werner, Jamiris Merritt, Elisabeth Alt, Jennifer Harris, Julie Bowman
Abstract
The call bell system is a standard
communication method throughout the
hospital. However, patient perception of
responsiveness varies among hospitals, units
and individuals. This project aims to identify
methods to improve patient perception and
meet national HCAHPS standards. On SFMC 4th
floor orthopedic unit, responsiveness of
hospital staff has been rated at 63.7% based
on HCAHPS surveys from January - August
2019. As a result of direct observation and
patient verbatims, it can be hypothesized that
the root cause primarily involves
communication. Our proposed intervention of
a laminated Call Bell Card will facilitate and
enhance communication, resulting in
improved patient perception of staff
responsiveness. In turn, this has the potential
to positively influence HCAHPS scores on the
unit.
Introduction & Description
of the Issue
Macro Description: Patient perception of the
responsiveness of hospital staff is nationally
70% (VA 67%). Factors affecting this include,
insufficient communication and teamwork.
Micro Description: Patient perception of the
responsiveness of hospital staff on the
orthopedic unit at SFMC is a mean average of
63.7%, based on Jan-Aug 2019 statistics.
Possible contributing factors include; lack of
protocol/training for addressing patient calls,
float pool/FLEX staff, and lack of appropriate
delegation.
Bon Secours Memorial College of Nursing
Data & Analysis of the Issue Root Cause Print tool and initial presentation
of card: December 2019 Staff
HCHAPS- SFMC 4th floor, Jan-Aug statistic: Insufficient communication between education: January 2020, policy
Responsiveness of Hospital Staff 63.7% patient and staff members regarding institution (quick reference) staff
Patient Interview- While asking the patient expectations and need. inservice/sign off.
how long it typically takes for a nurse to
answer a call light, a family member stated it
took about 5 minutes, while the patient Proposed Solution Patients, nurses, managers,
stated it took about 15 minutes. There is a clinical leads, patient care
discrepancy between perceptions.
Nurse Verbatims- “There is resistance [for
Institute policy for staff members to technicians
communicate timely call bell responsiveness
me] to answer a patient’s call light while I am based on the acuity of the patient’s need.
in the middle of completing another task.” Educating patients and setting expectations
PCT Verbatims- “PCT to RN communication will improve patient perception of response Range of cost of printing 100
needs to be better.” time. A laminated Call Bell Card tied to the laminated communication
Unit Observation-
• Purposeful rounding not documented on
call bell will visually communicate to the cards: $102.88-160.00
patient: the color uniform a nurse or patient
patient whiteboard. care technician as well as the responsibilities/ Cost of zip ties: 100 for $4.99
• Unit secretary going into rooms to help skills that they can assist with. Hypothesis:
patients (not in scope of practice) December 2019: print and initial
The institution of this communication card
presentation of card, January 2020
will improve perception of staff response time
Patient perception of staff responsiveness to policy institution (quick reference) staff
and patient satisfaction.
patient calls has been consistently low on the inservice/sign off, June 2020: Initial
4th floor ortho unit at SFMC. Factors that evaluation,September 2020: Follow up,
contribute to this include lack of teamwork, re-evaluation
poor communication, patient perception not
equal to reality, lack of documentation on
hourly rounding, and prioritization and
Re-evaluation of HCHAPS
delegation. scores, repeat patient and
staff interviews.
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