Wireless Telephone Systems and the Impact on Patient Satisfaction Scoring: A Pilot Study

Abstract

A review of patient and family satisfaction measures on one pediatric acute care inpatient unit of 27 beds rated the nurses' promptness in responding to patient call bells in the 40%-50% excellence range. As a process improvement initiative, a wireless telephone system was implemented on the unit for enhancing communications between caregivers. During this 6-week trial, each registered nurse (RN) and patient care technician (PCT) was assigned a wireless telephone at the beginning of their shift, thus becoming their communication vehicle for 12 hours. As patient requests came to the nurses' station via the current nurse call system, the health unit coordinator was instructed to call either the RN or PCT on his or her wireless telephone, depending on the patient request. After the 6-week trial, data revealed an increase of 10% to 60% excellence. Both patient and families revealed a faster response time to their need with the implementation of the wireless telephone system pilot.