Call Bell As A Service Parameter: From Call Light To Patient Delight
Journal Title: IOSR Journal of Nursing and health Science - Year 2018, Vol 7, Issue 4
Abstract
This study has been conducted to assess the effectiveness of the call bell tool kit and its impact in enhancing the patient delight. Structured Questionnaire was used to collect data from 50 patients and 50 nurses across Apollo Hospitals in 4 locations - Bengaluru, Chennai, and Delhi& Kolkata. Time motion study was done with 179 Nurses across the 4 units for 100 patient [25 patients from each unit]with different Room categories/ Specialities / Treatment plan .Convenient sampling technique was used to select the samples for the study. The data was analysed using descriptive and inferential statistics and also brainstorming sessions with the team, RCA was done to identify major delay in in call bell response. A customized toolkit was drafted on the basis of the problems and insights identified during the study. One day post implementation study was conducted in single room wards which had the maximum call bell load to understand the impact of toolkit implementation. Results:Thepre-test results shows that the expectation of patients for answering call bells is very high with expecting a response in less than 2 min.Call bells have tradition viewed as a Nurse’s job and the same was visible in the survey results which sought the patient’s opinion and experience on who should attend call bells. Most of the call bell wasresponded in 2-5minutes. More than 1/3rd of our patients participated in the study were dissatisfied with the call bell response. The staff nurses participated in the study has expressed that majority of the call [78%] are of non-clinical needs. Majority of the causes for delay in attending call bells was attending other patients. Results of the time motion study states that Majority of the call bells [60%] are non-clinical in nature and non-urgent and among the 3 shifts morning shift saw the highest number of step counts .Housekeeping needs was the single largest reason [70%] for non-clinical calls. The study shows that 2.9 minutes is the response time that is the time from pressing of a call bell till it is answered and 9.9 minutes is the resolution time that is the time from pressing of call bell till the patient request/need is met. Based on the observations a tool kit was prepared.The post implementationstudy of the Call Bell was done and it has led to a substantial reduction in the number of call bells [for non-clinical reasons as these needs were met in a proactive manner There was a marked reduction in the total and average number of call bells because in general call bells for all the departments came down. The response and resolution time were also reduced due to decrease in volume of call bells.
Authors and Affiliations
Capt . Usha Banerjee, Ms. Preeti, Ms. N. Rathina, MsD. Maryline Flinsi, Ms. Rohini Sharma
Keywords
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- EP ID EP436374
- DOI 10.9790/1959-0704026573.
- Views 114
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