The Power of Improving Call Light Responsiveness Rebecca Hitchcock MSN, MBA, RN, NE- BC Amanda Reiboldt BSN, RN, CNML Chas Woolf BSN, RN
University of Cincinnati Medical Center West Chester Hospital Daniel Drake Center University of Cincinnati Physicians
West Chester Hospital Opened May 2009 166 Adult Beds 33 Infant Bassinets 18 ICU Beds 17 Step-Down Beds Full-Service Emergency Department with Level III Trauma Center Obstetrics Department with Level IIB Special Care Nursery Inpatient and Outpatient Surgical Services Full-Service Imaging Center Affiliated with University of Cincinnati and a member of the region s only Academic Medical System Ranked in the top 5% nationally for patient satisfaction
West Chester Hospital Awards and Recognitions Healthgrades Outstanding Patient Experience Award for five consecutive years Healthgrades 2016 Distinguished Hospital Award for Clinical Excellence Healthgrades Spine Surgery Excellence Award for three years in a row Anthem Blue Cross and Blue Shield Blue Distinction Center+ in both Spine Surgery and Knee and Hip Replacement for two consecutive years Success Story Award winner by Press Ganey Associates, Inc. Top Performer on Key Quality Measures list by The Joint Commission Get With The Guidelines -Stroke Bronze Quality Achievement Award by American Heart Association/American Stroke Association Level III Trauma Center verification Aetna Bariatric Institute of Quality Enquirer Media s list of Top Workplaces and one of Best Places to Work by Cincinnati Business Courier Angie s List Super Service Award Recognized for excellence by the Metabolic and Bariatric Surgery Accreditation and Quality Improvement Program (MBSAQIP) West Chester Hospital Surgical Center named a Press Ganey Guardian of Excellence Award Winner (2013) 2012 Large Business of the Year by Northeast Cincinnati Chamber of Commerce Emergency Center of Excellence certification for Emergency Department EPA ENERGY STAR Certification Press Ganey patient satisfaction scores in the 90th percentile
Why Are Call Lights Important? Patient necessity Communication Safety Patient Satisfaction Peace of Mind Patients Safety
Call Light Downfalls Interrupting Frustrating to Staff Distracting Frustrating to Patients
Why Do Patients Use the Call Light? Basic Self-Care Needs Positioning Pain Medication Toileting Assistance IV Pump Alarms Accidental Calls Questions Other
WCH Call Light System Hill Rom Navicare Nurse Call System
Call Light Definitions Call-to-answer is defined as the time it takes for the assigned provider to acknowledge the patient call light. Call-to-cancel time is defined as the time it takes for the assigned provider to physically address the patient s call light need or request.
Why a Change Was Needed at WCH? PRI 2 DE Patient & Family Respect Integrity Inclusion Discovery Empathy
Why Was a Change Needed? Improve teamwork Deliver care with courtesy Be helpful Avoid unnecessary wait Make processes efficient/easy Clean/Quiet environment Adequate amenities Appropriate service recovery
Goal of New Call Light Process The new process was initiated in hopes of: Improving patient satisfaction and safety Improving staff satisfaction Decreasing response times by staff in addressing patients needs Increasing provider/patient communications Building strong provider/patient relationships and trust.
Methods Involved in Call Light Change John Kotter s Change Management Theory
Methods Involved in Call Light Change Stakeholder meetings Data transparency Huddle participation Scripting Equipment replacement Ascom assignment Stakeholder education Progress reports
HUCs Call Light Responsibility Provide coverage of call lights at all times Assign care team each shift in Navicare Nurse Call System Decrease call-to-answer times less than 20 seconds Personalize scripting with each call Triage call to appropriate care provider Lead discussion of call light safety at huddle
HUC Accountability Data transparency 1:1 coaching
Impact and Results Decreasing the call light response times allowed patient care providers to address patient needs more quickly and spend more time with patients rather than answering all call lights, allowing both staff satisfaction and patient satisfaction to improve.
Call to Answer Times in Seconds 35 WCH IP Call to Answer Times May 2016 to July 2016 30 25 20 WCH IP Call to Answer Times May 2016 to July 2016 Day shift call to answer times WCH IP Call to Answer Times May 2016 to July 2016 Night shift call to answer times 15 10 Average July 2016 Wk 1 July 2016 Wk 2 July 2016 Wk 3 July 2016 Wk 4 Quarter 2 2016
PG Mean Score 92 PG Promptness in Response to Call - Mean Score 90 88 86 PG Promptness in Response to Call - Mean Score 84 82 80 Mar-16 Apr-16 May-16 Jun-16 Jul-16
PG Ohio Precentile Ranking 80 PG HCAHPS Staff Responsiveness - Ohio Ranking 70 60 50 40 PG HCAHPS Staff Responsiveness - Ohio Ranking 30 20 10 0 Mar-16 Apr-16 May-16 Jun-16 Jul-16
Conclusion In conclusion you cant get to exceptional outcomes if you don t have an engaged culture and clinical leadership. Thus far having prompt response to call lights with the personalized answer has proven to have a positive swing in both Press Ganey and HCAHPS.
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