Situation
Inpatient unit has poor patient satisfaction and one of the key drivers is responsiveness to nurse call lights.
Assumptions
Poor call light response rate could be attributed to:
Old/poor performing call light system
Not enough support staff or proper mix to manage call lights
Organizations culture
Current Process for call light responses
Patient is instructed to use the call light if they need assistance or have a question
Patient will press button on their bed that will trigger the call light
The unit secretary is supposed to man the call light system and respond to the patient.
Unit secretary also rounds the floor, helps keep the floor organized, answers the phone and guides visitors.
Unit secretary answers call light
Unit secretary is to find nurse to assist patients by walking the floor
What are 2-3 strategies that can be put into place to improve call light responses and why?