Rapid response: Technology helps hospital answer calls quickly
Celeste Van Kirk/Observer-Reporter
Jane Lucas, manager of 6E at Washington Hospital, shows how staff can communicate with each other via terminals located in patient rooms. The terminals are one part of the hospital’s response system.
Celeste Van Kirk/Observer-Reporter
Lauren Thomas, RN, working at Washington Hospital on July 19. Thomas said the hospital’s communication systems help her focus on patient care.
Two minutes may not be a long time, but add a basic need, like relief from pain or to use the bathroom, and those 120 seconds seem to multiply.
“Two minutes can seem like forever,” said Jane Lucas, manager of 6E at Washington Hospital.
To expedite staff response times to patient calls, the hospital has implemented the Responder 5 call system, which allows patients to directly contact their nurse or nursing assistant.
Before implementing the system, which started being used on the hospital’s 6E department in 2013, when patients needed assistance, they would push a button that would be answered by someone at a main consol. That person would then relay the message to the appropriate caregiver.
“Instead of pressing a button and having a secretary answer, (the system) directs them to the correct person,” said Lucas. “We’ve gained efficiency, streamlined the process and enhanced patient care.”
Celeste Van Kirk/Observer-Reporter
Celeste Van Kirk/Observer-Reporter
Jane Lucas holds a call button that patients use to contact a nurse or nursing assistant. The call goes directly to a communication device worn around a staff member’s neck.
When patients are admitted, they are shown how to use their call buttons, which have keys for water and toilet – which alerts a nursing assistant – and one for pain – which alerts the patient’s nurse. When a button is pushed, the Vocera communication device worn around the necks of staff sounds and allows them to talk directly to the patient.
If a patient requests pain medication, for example, the nurse can have a discussion with them over the device, thus saving steps – and time.
“We can get meds to the patient faster,” said Lucas.
A majority of calls are answered in less than a minute. Lucas said that patient surveys reflect higher satisfaction with staff response times.
The system also allows nurses to schedule reminders, such as to follow up with a patient after giving a pain medication or to check on someone who is at a high risk for falls, and to call doctors and other staff members with voice commands.
Lauren Thomas, a registered nurse who is working toward a bachelor’s degree in nursing, said the system allows her to stay focused on her patients.
“When you’re busy, time goes by fast. If I need to see a patient in an hour, I know,” she said. “It helps me be a better nurse and caregiver.”
In addition to the Vocera devices, staff has access to terminals in every patient room where they can input information, including if they have taken the patient off the floor for a test, or if lab services are required. From the terminals they can also activate a light outside the patient’s room, alerting all staff that the patient is a fall-risk and should be checked frequently.
Celeste Van Kirk/Observer-Reporter
Celeste Van Kirk/Observer-Reporter
Lucas said terminals in the patients rooms allow departments to communicate with each other. If a patient is taken for a test, for example, the information can be placed in the system to let staff members know.
Patient rooms are equipped with antenna that detect and record when staff members enter and for how long they stay. That’s important for another aspect of the hospital’s response program. The business intelligence system displays the information, allowing the care team to see real-time data.
“We can look at the things we need to work on,” Lucas said. “What can we do better in the next eight hours? How do we change our practice? Who do we focus on? Why are they calling? What do they need? It used to be that we could only look at last week’s data. Now we can see real-time data and improve the next shift.”
Lucas said even though Washington is a community hospital, they are one of only a few in the country using the business intelligence system. That element, she said, combined with the Vocera devices and staff terminals, has led to better care.
“I’ve been a nurse for 30-some years. This system is amazing,” said Lucas. “We’re streamlining processes, and giving the best possible patient care.”
Celeste Van Kirk/Observer-Reporter
Celeste Van Kirk/Observer-Reporter
In addition to computer charting stations, Lauren Thomas and other staff have access to the Vocera communications system, which they wear and can use to send and receive calls from patients, doctors and other staff.