Albert Einstein Medical Center Implements Successful Patient Care Incentive Program

Philadelphia, PA, August 30, 2004 – Albert Einstein Medical Center has implemented a new incentive program that focuses on improving response time when a patient presses the call bell in their room for assistance. The program called “Call Bell Connections,” launched in January 2004 and was tracked for six months. It resumed in July for another six-month period. Six nursing units participated and were given a target score to reach based on their previous scores from patient satisfaction surveys. Four of the six units achieved their target goals and received rewards. The Medical/Surgical Nursing Unit located on the 7th floor of the Levy Building, achieved the most significant improvement and received the largest reward -- $7,500.

“We chose responsiveness to call bells to measure patients’ level of satisfaction since data from hospitals shows that improvement in this one area has a major impact on a patient’s overall hospital experience,” says Wendy Nickel, Director of Patient Satisfaction at Albert Einstein Medical Center. Data from Press Ganey, a firm that specializes in patient satisfaction surveys, shows that 80 percent of a patient’s experience in a hospital is related to nursing care, and promptness to call bells is a major priority for patients. Call bell responsiveness is also an activity that can be measured.

“This incentive program has been a win/win – our patients are happy with the quick responses they receive, and staff enjoy the rewards which acknowledge their hard work. The program is also a great morale booster and it requires team effort with everyone working towards a common goal,” Nickel adds.

The Oncology/Transplant Nursing Unit; a Medical Surgical Unit (located on the sixth floor of the Tower Building), and the Postpartum Nursing Unit each earned $2,500. The other two units increased their scores but not enough to meet their goals and earn rewards.

Training was conducted by volunteers from various departments within the Albert Einstein Healthcare Network, and included role-playing with some staff posing as patients. Everyone on the units was trained, including nurses, nursing assistants, medical clerks, and staff from food and nutrition and housekeeping. Interruptions on a busy nursing unit can be difficult. Despite this, staff were taught to continuously look up and be aware of the call bell lights outside patient rooms. When the light is on, stop, take a deep breath, answer the call bell either by going into the patient’s room or responding from the nurse’s station, and to treat every patient as if they were their own.

Staff were taught how to reduce the number of calls by anticipating patient needs, e.g., while in a room, fill the water pitcher and make sure the telephone is within reach. Check to see if there’s anything else the patient needs before leaving the room. If the staff person has to get something, to let the patient know how soon she’ll be returning. This attention helps patients feel cared for. The importance of using the appropriate greeting and tone of voice when responding to call bells was emphasized, as well as letting the patient know what the staff person’s position is on the unit.

The rewards are intended to benefit the entire team of employees on the winning units, and specific criteria has been established for how the funds can be used. Options include: setting up reward and recognition funds; purchasing equipment for a unit such as a microwave oven, refrigerator or coffee maker; or buying items to improve the unit’s appearance and organization such as plants, pictures or shelving.

Albert Einstein Healthcare Network, a member of the Jefferson Health System, provides healthcare services through Albert Einstein Medical Center, Germantown Community Health Services, Willow Terrace (a nursing home), Einstein at Elkins Park, MossRehab, Willowcrest (a center for subacute care), Belmont Behavioral Health and a number of outpatient and satellite locations. Einstein also operates a primary care network, Einstein Neighborhood Healthcare. For more information, visit www.einstein.edu or call 1-800-EINSTEIN.

Publish date: August 30, 2004