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Improving Interdisciplinary Provider Communication Through a Unified Paging System.

Lauren Heidemann1, Christopher Petrilli1, Ashwin Gupta1

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Summary
This summary is machine-generated.

Implementing a new web-based paging system significantly improved physician satisfaction and reduced adverse patient events and care delays in a Veterans Affairs hospital. This enhanced communication system addressed critical limitations of the previous alphanumeric paging.

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Area of Science:

  • Healthcare communication systems
  • Medical informatics
  • Quality improvement in healthcare

Background:

  • Alphanumeric paging at Veterans Affairs (VA) academic teaching hospitals presents communication challenges, including one-way messaging and unreliable physician identification.
  • Previous communication methods have been linked to adverse patient outcomes due to difficulties in contacting consulting providers promptly.

Purpose of the Study:

  • To assess house officer satisfaction with the existing VA communication system and perceived adverse patient outcomes.
  • To develop and implement an improved, web-based paging system based on physician feedback.
  • To evaluate the impact of the new system on physician satisfaction and patient care metrics.

Main Methods:

  • A pre-intervention survey assessed house officer satisfaction and perceived adverse outcomes related to the current alphanumeric paging system.
  • A new web-based paging system, integrating VA consulting services with a university hospital system, was developed and deployed.
  • A post-implementation survey was conducted one year later to evaluate changes in satisfaction and patient care outcomes.

Main Results:

  • Physician satisfaction increased dramatically from 3% to 87% after implementing the new web-based paging system.
  • Perceived adverse patient outcomes decreased from 16% to 2%.
  • Delays in patient care and extended hospitalizations significantly reduced, from 90% to 16% and 46% to 4%, respectively.

Conclusions:

  • The new web-based paging system led to substantial improvements in physician satisfaction.
  • The enhanced communication system was associated with a significant reduction in perceived adverse patient events and care delays.
  • This quality improvement project highlights the benefits of modernizing hospital communication infrastructure.