Lauren McCaulley, BSN, RN, OCN, University Hospitals Seidman Cancer Center, Cleveland, Ohio, discusses the changes needed to improve call light response at her institution.
The project was initialized because all four inpatient divisions were below the benchmark on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) with regard to call light response. Previously, the focus was on nursing and support staff interventions.
The new project focused on the role of the secretary, redefining it to further help patients get what they need. Secretaries were involved and the staff was engaged, McCaulley says, leading to a successful pilot program, which has been rolled out in all inpatient divisions.