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Predicting Patient Satisfaction With Nurses' Call Light Responsiveness in 4 US Hospitals

Tzeng, Huey-Ming PhD, RN; Yin, Chang-Yi MA

Journal of Nursing Administration: October 2010 - Volume 40 - Issue 10 - pp 440-447
doi: 10.1097/NNA.0b013e3181f2eb29
Articles

Objective: This multihospital study determined the contributors to patient/family satisfaction levels with nurses' call light responsiveness and compared the reasons for call light usage as perceived by patients and nurses.

Background: Delayed responses to answering call lights may result in a patient falling and can affect patient satisfaction.

Methods: This cross-sectional survey study was conducted from September 2008 to November 2009 in 4 US hospitals; 1,253 patients/family participants and 988 nurses were surveyed. Descriptive and multiple regression analyses were conducted.

Results: Women, older patient/family participants, and those who perceived that nurses often answered call lights in person, that their problems were resolved after pushing the call light, and that their call lights less frequently involved safety issues were more satisfied with nurses' responsiveness. The top 5 reasons for using call lights were the same for patients and nurses.

Conclusion: Nursing administrators should emphasize increasing staff's call light responsiveness.

Authors' Affiliations: Professor, Associate Director of Undergraduate Programs (Dr Tzeng), Department of Nursing, School of Health Professions and Studies, The University of Michigan-Flint; Professor (Mr Yin), Chinese Culture University, Department of History, Taipei, Taiwan.

Corresponding author: Dr Tzeng, The University of Michigan-Flint, School of Health Professions and Studies, Department ofNursing, WS White Building, 303 E Kearsley Street, Flint, MI 48502-1950 (tzenghm@gmail.com).

Funding: This study was partially supported by the 2009 Midwest Nursing Research Society Seed Research Grant.

© 2010 Lippincott Williams & Wilkins, Inc.