4T Call Light Log

Improves Patient

Satisfaction Victoria Malonzo, RN, MSN

February 24, 2011

TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf

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Objective

To provide an overview in SBAR format of the

implementation and outcomes of the 4T call

light log

TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf

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The Situation

Patient feedback:

No one comes when I press the button

It takes the staff an hour before they get to my room

Someone said they would be right in but no one

showed up

He/She said they would be right back but they never

returned

Low Unit HCAHPS Scores

TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf

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The Background

Organization focus on improving AVATAR

scores related to “Communication with Nurses”

due to its direct effect on “Willingness to

Recommend” score

Correlated patient feedback with lack of

communication

TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf

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The Analysis Developed an action plan to implement a call light log

Purpose= to verify patient needs have been met and to close the loop with the patient

Implemented in December 2009

First draft and reaction from staff HUSCs were at first resistant: meant an increase in workload

SHAs/RNs: feeling like they are being checked up on

Worked with staff; Role modeled; gave them the “what’s in it for me”

Continued doing Nurse Manager patient rounds

Still heard issues about quick answering of call light but lack of follow through: Still not closing the loop; HUSCs not calling back in after all call lights (they would document “told RN”, “paged SHA”)

Had HUSC Re-edit the log to include a mandatory call back into the patient room after 5 minutes and writing down what patient said

TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf

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Date:_____________________________

_

HUSC

Name:_________________

_

Shift:___________

________

Tim

e

Roo

m # Issue/Need

Call back into the room

after 5 minutes and write

what pt said

Repage if

issue/need not

resolved yet

(Name of staff

repaged) OR

WRITE "DONE"

IF NEED WAS

MET AFTER 1ST

CALL BACK

Call back into the

room again after

5 minutes if no

one has met the

pt's needs and

write what the pt

said (after 2nd

call back)

Go look for

RN/SHA if need

was not met after

2nd call back OR

WRITE "DONE"

IF NEED WAS

MET AFTER

2ND CALL BACK

Go and help

the pt

yourself (if

under your

scope) or go

and tell pt

about delay

AND WRITE

"DONE" IF

YOU WENT

YOURSELF

908 5 IV Beeping my nurse came already done

113

7 12 help to the bathroom I am still waiting for help repaged Maria

Maria came to

help me done

144

8 25 help to reach my phone I am still waiting for help repaged Esther

no one has come

yet

Esther stuck in

room 16

went myself-

done

TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf

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TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf

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The Analysis Outcomes:

Increase in accountability of the staff to responding

to call lights

HUSCs report a decrease in duplicate call lights from

same patient

Patients identify this as something they like when I

ask for patient feedback during rounds

Increase in willingness to recommend and

communication with nurses HCAHPS scores

TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf

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The Recommendation

Units with a dedicated HUSC could use a similar

process to improve communication with their

patients and increase customer service

TL7a, T4 Call Light Log Improve Patient Satisfaction.pdf

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