Situationinpatient unit has poor patient satisfaction and, Ask an Expert

Management Studies

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?

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Operation Management, Management Studies

Category:- Operation Management
Reference No.:- M93128080

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