Use of Call Lights and Hourly RN Rounding to Improve Patient Satisfaction in PACU
Michelle R. Smith, MSN, RN, CAPA, Katrina Blade, MSN, RN, CPAN, Linda Lavine, BSN, RN, CPAN, Carmen Avila, BSN, RN, CPAN, Nora Trybula, BSN, RN, AMS, Angie Hannemann, BSN, RN, Arlene Gliane-Todd, CMSRN, BSN, RN, Brian MacGregor, BSN, RN, Melissa Ness, Project Manager
At the start of October 2018, the perioperative unit began monitoring factors affecting the Press-Ganey patient satisfaction scores in the category “information given about delays”.
They had a score of 84.0 but a goal of 92.0. Based on written and verbal patient complaints, evidence-based research, and Press-Ganey’s Improvement Portal, new nursing interventions were initiated.
The first project was started, “Using the Call Light to Increase Patient Safety and Increase Information Given Related to Surgical Delays.” It involved the prep nurses making sure that patients had the call light within their reach. Equally important, the prep nurses were to instruct patients to press the call light for updates. Laminated posters were placed on all prep bays to remind the interdisciplinary team to place the call light within the reach of the patient.
Before the project was initiated, we conducted a random study in three of the different preoperative areas during a two-month period. The sample consisted of 100 patients undergoing elective and non-elective surgery. Data was collected focusing on maintaining the call light within a patient’s reach. This promotes a sense of empowerment in a situation where patients have no control of delays. The following weeks, this intervention led to increased patient satisfaction scores related to information given about delays.
Despite the data improving, they had not reached their patient satisfaction goal. Thus, one month later, the second project was initiated, “Updating Patients on an Hourly Basis to Decrease Patient Anxiety and Increase Patient Satisfaction.”
The prep nurses began providing hourly updates regarding whether patients were delayed or not and documenting the time. The prep nurses encouraged the patient to use the call light if an update was needed prior to an hour. For the following weeks, the Press Ganey scores increased from 85.8 to 92.0.