Improving Standardization of Paging Communication Using Quality Improvement Methodology.

Area of Science:

• Healthcare Communication
• Quality Improvement Science
• Patient Safety

Background:

• Hospital paging systems are crucial but suffer from variable message quality.
• Ineffective paging impacts end-user satisfaction, patient safety, and operational efficiency.
• Standardization efforts are needed to optimize this primary communication method.

Purpose of the Study:

• To standardize hospital paging by increasing the inclusion of critical elements (CEs).
• To enhance end-user satisfaction with paging communication.
• To reduce safety events associated with paging.

Main Methods:

• A multidisciplinary, system-wide quality improvement study at an academic children's hospital.
• Defined 6 critical elements (CEs) through end-user consensus.
• Implemented interventions including education, a platform with required fields, and optimization, tracking outcomes with statistical process control charts.

Main Results:

• Significant improvement in the use of all 6 CEs, from 4.4% to 79.7%.
• End-user satisfaction improved from 50% to 85% rating communication as good or excellent.
• Work-around usage decreased by 60%, and safety events remained infrequent.

Conclusions:

• System-wide implementation of required fields for paging significantly enhanced CE inclusion and end-user satisfaction.
• Improving the ease of incorporating critical elements effectively reduced work-arounds.
• Required fields are a valuable strategy for institutions aiming to improve paging communication.