Contracted visiting hours in the coronary care unit. A patient-centered quality improvement project

As critical care technology advances, the need to provide patient-centered care becomes increasingly critical. Grandstrom states that patients and families want "more." They have greater expectations and demand greater knowledge and involvement, vis-à-vis the hospital experience. Rather than indicating a desire to observe procedures or equipment, these expectations reveal a more personal and human need--the desire of patients and families to maintain contact and interact with one another. Allowing patients and families control over visiting times in a critical care setting is the first step in giving families and patients what they need. The use of contracted visiting hours allows families and patients to maintain some control over their lifestyles during a crisis. This project is still in progress. The evolution of the perfect contract continues. The outcome of increased flexibility and control of visiting times for families has been embraced and supported by the staff. It is believed that implementation of flexible visiting hours has increased the staff's awareness of the patient and family as consumers. In today's competitive health care environment, Artinian proposes that "strengthening relationships with families may make the critical difference related to patients' and families' choices about whether a health-care setting meets their needs." By implementing flexible visiting hours these relationships are enhanced and consumer satisfaction is influenced. Also, the institutional goal of patient-centered care, and ultimately quality patient care, is promoted.