Use of EBP as a Problem-Solving Approach to Improve Patient Satisfaction While Overcoming the COVID Pandemic Barriers

The Centers for Medicare & Medicaid Services requires hospitals to meet rigorous patient satisfaction requirements for reimbursement. One metric used for patient satisfaction is call light responsiveness within a unit.

To meet target call light responsiveness benchmarks at a 45-bed telemetry, medical-surgical nursing unit within a Magnet^® designated hospital.

An evidence-based practice (EBP) project model was utilized. The chief nursing officer worked with an EBP nurse mentor. A PICOT (Population, Intervention, Comparison, Outcome, and Time) question was developed to guide the literature search. Literature was critically appraised, and a resulting intervention was established. Nurse educators taught the unit nurses how to perform the intervention, and intervention integration was assessed via direct observation. Call light responsiveness data were collected to assess whether targets were met.

Five articles were deemed as applicable to the PICOT question, and the best evidence determined that using the 4Ps (pain, presence, "potty," and positioning) during structured registered nurse (RN) care rounding every 2 h improved patient outcomes. After RN education and implementation, hospital call light responsiveness began to improve.

Rounding without intention increases RN workload and does not result in improved patient outcomes or a satisfied patient. RN rounding every 2 h is effective and efficient when done with intention (i.e., adhering to the 4Ps). RN patient rounds done every 2 h with intention improved patient satisfaction and other patient outcomes such as a decrease in call light usage.