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Living with Call Lights. What makes a patient happy?

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Presentation on theme: "Living with Call Lights. What makes a patient happy?"— Presentation transcript:

1 Living with Call Lights

2 What makes a patient happy?

3 Seeing someone who cares every hour!

4 What happens if your patient doesn’t see you every hour?

5 They push the call light!

6 I’ll answer your call light … … when you answer my chocolate light.

7 What’s the last thing you want when you’re scanning a pile of meds?

8 The phone ringing for a call light.

9

10 The Answer is Purposeful Rounding

11 In 2006, Christine Meade studied the effects of hourly rounding on call light use, falls, and patient satisfaction. 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, About 5,000 fewer calls after rounding

12 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,

13 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,

14 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.

15 Do half of your patients think that you won’t be there when they need you?

16 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 which button to push,

17 When you want your CNA Show them your phone. Explain that the button calls us directly. Would intercom work for this patient? When you want your nurse When you need help now.

18 I can’t answer it now! 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 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.

19 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

20 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.

21 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 Patients want to know that you will be there for them.

22 It’s not about answering the light quickly, Look in on them, That’s called purposeful rounding. it’s about being there when your patient needs you. if they can reach their things. if they hurt, if they’re comfortable, ask if they need to use the toilet,

23 “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 on 12/16/2012.

24 Purposeful rounding works Not because it’s required - But because it’s the right thing to do.

25 Question: How many of our patients get help to the bathroom as quickly as they want?

26 About half of them – 52% RiverBend, 8 Medical HCAHPS (Hospital Consumer Assessment of Healthcare Providers & Systems) report 12/31/12.

27 Are you willing to look in on your patients at least once an hour?

28 Are you willing to answer a call light for someone else’s patient?

29 Papers cited here are available at the 8 Medical education web page


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