I work on M/S at a facility where the nursing staff are required to carry cordless phones. I am doing some research on other hospitals practice for cordless phones and call light answering practice.
First, we had all calls going to the LPN and if they did not respond, then to the RN, then to the Unit secretary. This was problamatic because the LPN's were receiving all the calls and made work very disruptive.
Second, we had 1/2 of the calls go to the LPN and other 1/2 go to the RN. This was less disruptive for the LPN but RN's were receiving calls for things that the LPN could handle.
Currently, we have the call lights roll to the Unit secretary then they call who is needed. The phone numbers for the RN and LPN are written on the wipe off boards in the patient room, but patients rarely use this, just push the call button. The staff like this option but we have been receiving complaints that the patients feel there call is not being responded to in a timely manner. We are also thinking that the patients feel better when they can talk to the RN or LPN directly.
Does anyone have any suggestions or ideas on how to improve our patient satisfaction without disrupting the staff as often? What is the current process at your facility? Any feedback would be greatly appreciated.
