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Wireless telephone systems and the impact on patient satisfaction scoring: a pilot study
1Children's Hospital of Pittsburgh of UPMC, Pittsburgh, PA, USA. kristen.straka@chp.edu
Journal of Pediatric Nursing
|February 2, 2010
Summary
Implementing wireless telephones for nurses and patient care technicians significantly improved response times. This technology enhanced communication, boosting patient satisfaction with nurse promptness from 40%-50% to 60%.
Area of Science:
- Healthcare communication systems
- Patient satisfaction studies
- Nursing process improvement
Background:
- Patient and family satisfaction surveys on a pediatric unit revealed suboptimal nurse response times to call bells, ranging from 40% to 50% excellence.
- Inefficient communication between caregivers was identified as a key area for improvement.
Purpose of the Study:
- To evaluate the impact of a wireless telephone system on improving nurse response times and patient satisfaction.
- To enhance communication efficiency between registered nurses (RNs) and patient care technicians (PCTs) on an inpatient unit.
Main Methods:
- A 6-week pilot study was conducted on a 27-bed pediatric acute care unit.
- RNs and PCTs were issued wireless telephones for their 12-hour shifts.
- The health unit coordinator relayed patient requests via wireless phones to the assigned RN or PCT.
Main Results:
- Nurse response time excellence increased by 10%, reaching 60% after the wireless telephone system implementation.
- Patients and families reported faster response times to their needs.
Conclusions:
- The implementation of a wireless telephone system is an effective strategy for enhancing caregiver communication.
- This technology positively impacts patient satisfaction by reducing response times to patient requests.
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