Easing the wait: development of a pager program for families

Area of Science:

• Healthcare Management
• Patient Experience
• Family-Centered Care

Background:

• Waiting is a common and stressful aspect of healthcare experiences for patients and families.
• Prolonged waiting times can significantly increase anxiety, frustration, and overall stress levels.
• Existing healthcare systems often lack effective strategies to mitigate the negative psychological impact of waiting.

Purpose of the Study:

• To evaluate the effectiveness of a free pager program in improving the patient and family experience during healthcare service waits.
• To explore the impact of a family-centered approach in managing waiting periods within clinical settings.
• To assess whether providing choices and control enhances coping mechanisms and satisfaction for patients and families.

Main Methods:

• Implementation of a complimentary pager system for families in a healthcare setting.
• Utilizing a family-centered care model to manage patient and family needs during waiting periods.
• Allowing patients and families to leave the immediate clinical area while remaining reachable via pager.

Main Results:

• The pager program facilitated a more relaxed waiting experience, allowing families to move freely.
• Patients and families reported increased feelings of control and autonomy.
• The family-centered approach, supported by the pager system, positively influenced coping and satisfaction levels.

Conclusions:

• A free pager program is an effective family-centered intervention to alleviate stress associated with healthcare waiting.
• Empowering patients and families with choices and control significantly enhances their coping abilities and overall satisfaction.
• Implementing such programs can lead to improved patient and family experiences in diverse clinical environments.