The effect of intentional nurse rounding and nurse prompt response time to Call system on patient satisfaction, patient complaints, and patient clinical outcome: An Audit trial

Document Type : Original Article

Authors

1 Fatima College of Health Sciences, UAE

2 Al-Balqa Applied University, Jordan

Abstract

Background: Improving patient satisfaction and safety is a critical goal for hospitals around the world. Healthcare providers have increasingly recognized the importance of strategic initiatives and the impact they have on patient outcomes.
Objectives: This study examines the effect of intentional nurse rounding and the call system's response times on patient satisfaction, patient complaints, falls, and hospital-acquired pressure injuries (HAPI).
Methods: This descriptive study was conducted between December 2017 to August 2018 in a hospital in the United Arab Emirates. The Intentional Nurse Rounding (INR) and Prompt Response to Call System (PRTCS) were introduced in December 2017. It comprised of: (1) hourly nurses’ rounds between 07:00 hours to 23:59 hours and 2 hourly rounds between 24:00 hours to 06:59 hours daily, (2) measurement of nurses’ response time to call bells, (3) leadership rounds to assess patient satisfaction. The outcomes were patient satisfaction, patient complaints, fall rates, and HAPI rates. Baseline data were collected through retrospective reviews of the data on these outcomes in December 2017. The second period of data collection was conducted over eight months after the initiation of the system, from December 2017 to August 2018. The Chi-square test was used to detect significant differences in outcomes pre and post intervention.
Results: The overall adherence to the “Intentional Nurse Rounding and Prompt Response Time to Call System” was 91% while the overall patient satisfaction rate was 97% in August 2018. The average response to call time was 1.2 minutes. Patient complaints decreased from 0.75/month to 0.125/month between December 2017 to August 2018. During the same period, the rates of patient falls and HAPI decreased from 1.17/month to 0.38/month and 0.35/month to 0.24/month respectively. Though the observed differences were not statistically significant, there was a promising difference in patient complaints pre and post intervention (P=0.08).
Conclusion: Integrating nursing-led strategic initiatives such as intentional nurse rounding and reduced response time to the call bell system can positively impact patient satisfaction, complaints, and clinical outcome.

Highlights

Rafi Alnjadat [Pubmed] [Google Scholar]

Keywords

Main Subjects

References

  1. World Health Organization. Delivering quality health services: A global imperative. Available from: https://apps.who.int/iris/bitstream/handle/10665/272465/9789241513906-eng.pdf; ISBN 978-92-4-151390-6 WHO; [Last access date: 22 August 2023]
  2. DoH /TASNEEF. Jawda Data Certification (JDC) for healthcare providers methodology 2019,Part I (Standard). 2019:1-40. Available from: http://tasneefba.ae/sites/default/files/jdc_methodology_2019-part_1.pdf [Last access date: April 17, 2023]
  3. Al-Shlool S, Embong H, Otoum R, Pereira DJ, Al-Hamdan Z, Wong WK, et al. The Relationship of Nurses' Professional Commitment with Patient Safety and Patient Satisfaction at a Malaysian University Teaching Hospital. Malaysian J Med Heal Sci 2022;18:2636-9346.
  4. GBD 2019 Diseases and Injuries Collaborators. Global burden of 369 diseases and injuries in 204 countries and territories, 1990-2019: a systematic analysis for the Global Burden of Disease Study 2019. Lancet 2020;396:1204-1222. doi:10.1016/S0140-6736(20)30925-9 PMid:33069326
  5. Belle, J. Road accidents account for almost 70% of head injuries at one UAE hospital, Oct 21, 2013. Available from: https://www.thenationalnews.com/uae/health/road-accidents-account-for-almost-70-of-head-injuries-at-one-uae-hospital-1.293908 [Last access date: July 22, 2023]
  6. Oliver D, Healey F, Haines TP. Preventing falls and fall-related injuries in hospitals. Clin Geriatr Med 2010;26:645-692. doi:10.1016/j.cger.2010.06.005 PMid:20934615
  7. Taghizadeh M. Investigating the effect of existential therapy on feelings of helplessness and failure, feelings of old age and emptiness, and feelings of confusion and conflict in retired teachers. Novel Clin Med 2023;2:56-61. doi: 10.22034/ncm.2023.381128.1064
  8. Gupta P, Shiju S, Chacko G, Thomas M, Abas A, Savarimuthu I, et al. A quality improvement programme to reduce hospital-acquired pressure injuries. BMJ Open Qual 2020;9:e000905. doi: 10.1136/bmjoq-2019-000905. PMID: 32727869; PMCID: PMC7394182.
  9. Spano-Szekely L, Winkler A, Waters C, Dealmeida S, Brandt K, Williamson M, et al. Individualized Fall Prevention Program in an Acute Care Setting: An Evidence-Based Practice Improvement. J Nurs Care Qual 2019;34:127-132. doi:10.1097/NCQ.0000000000000344 PMid:30198949
  10. Brosey LA, March KS. Effectiveness of structured hourly nurse rounding on patient satisfaction and clinical outcomes. J Nurs Care Qual 2015;30:153-159. doi:10.1097/NCQ.0000000000000086 PMid:25237791
  11. Daniels JF. Purposeful and timely nursing rounds: a best practice implementation project. JBI Database System Rev Implement Rep 2016;14:248-67. doi: 10.11124/jbisrir-2016-2537. PMID: 26878929.
  12. Hill KD, Hunter SW, Batchelor FA, Cavalheri V, Burton E. Individualized home-based exercise programs for older people to reduce falls and improve physical performance: A systematic review and meta-analysis. Maturitas 2015;82:72-84. doi: 10.1016/j.maturitas.2015.04.005. PMID: 25989701.
  13. Toole N, Meluskey T, Hall N. A systematic review: barriers to hourly rounding. J Nurs Manag 2016;24(3):283-90. doi: 10.1111/jonm.12332. PMid:26360622
  14. Dykes PC, Carroll DL, Hurley AC, Benoit A, Middleton B. Why do patients in acute care hospitals fall? Can falls be prevented? J Nurs Adm 2009;39:299-304. doi: 10.1097/NNA.0b013e3181a7788a. PMid:19509605 PMCid:PMC3107706
  15. Varghese BG, Punjot P, Valsa Thumas C. A study to assess nurse call response monitoring-proximity a contributing factor a study to assess nurse call response monitoring. Int J Curr Res 2019;11: 739-744. doi: 10.24941/ijcr.34058.01.2019.
  16. Kelley CB. Time management strategies: Purposeful rounding and clustering care. MedSurg Nurs 2017;26:S1-S10.
  17. Mitchell MD, Lavenberg JG, Trotta RL, Umscheid CA. Hourly rounding to improve nursing responsiveness: a systematic review. J Nurs Adm 2014;44:462-72. doi: 10.1097/NNA.0000000000000101. PMid:25148400 PMCid:PMC4547690
  18. Farndale E, Murrer I. Job resources and employee engagement: A cross-national study. J Manag Psychol 2015;30:610-626. doi: 10.1108/JMP-09-2013-0318
  19. Bell I. Purposeful Hourly Rounding and Reduction of Patient Falls. Doctor of Nursing Practice Projects 2020. Available from: https://digitalcommons.jsu.edu/etds_nursing/13. [Last access date: April 26, 2023].
  20. Goldsack J, Bergey M, Mascioli S, Cunningham J. Hourly rounding and patient falls: what factors boost success? Nursing 2015;45:25-30. doi: 10.1097/01.NURSE.0000459798.79840.95 PMid:25585219
  21. Brown CH. The Effect of Purposeful Hourly Rounding on the Incidence of Patient Falls. Thesis for the Master of Science in Nursing Degree. Gardner-Webb University 2016:1-31. Available from: https://digitalcommons.gardner-webb.edu/cgi/viewcontent.cgi?article=1245&context=nursing_etd [Last access date: July 22, 2023]
  22. Nelson JJ, Staffileno BA. Improving the Patient Experience: Call Light Intervention Bundle. J Pediatr Nurs 2017;36:37-43. doi: 10.1016/j.pedn.2017.04.015. PMid:28888510
  23. How to Engage Employees; A Complete Guide for Managers | Nutcache. Nutcache 2019. Available from: https://www.nutcache.com/blog/how-to-engage-employees/ [Last access date: April 22, 2023].
  24. Blattner J, Walter JT. Creating and sustaining a highly engaged company culture in a multigenerational workplace. Strateg HR Rev 2015;14:124-130. doi: 10.1108/SHR-06-2015-0043.
  25. Bowen DE. The changing role of employees in service theory and practice: An interdisciplinary view. Hum Resour Manag Rev 2016;26:4-13. doi:10.1016/j.hrmr.2015.09.002
  26. Ryan L, Jackson D, Woods C, Usher K. Intentional rounding- An integrative literature review. J Adv Nurs 2019;75:1151-1161. doi: 10.1111/jan.13897PMid:30375025
Nursing and Midwifery Studies
Volume 12, Issue 3
September 2023
Pages 142-150

Files

History

  • Receive Date: 26 April 2023
  • Revise Date: 24 July 2023
  • Accept Date: 05 August 2023

Share

How to cite

Statistics