Banner Decreases Noise—and Increases Patient Satisfaction
By David Schofield and Darrell Atkin
Too much noise at night is a nationwide concern and a key HCAHPS issue. One hospital has found a way to address this issue.
Through its Shhh (Silent Hospitals Help Healing) Committee, Banner Good Samaritan Medical Center in Phoenix is making a hospitalwide effort to decrease noise and increase patient satisfaction scores by implementing interactive patient care technology.
See sidebar:What is Interactive Patient Care Technology?
With the touch of a button, patients can alert a nurse or manager on the floor that there is too much noise around their room. To send a "noise alert," the patient selects "Too Noisy at Night" from his or her dashboard. A question would then appear on the dashboard, such as, "If we are too loud, between the hours of 9 p.m. and 5 a.m., please select 'yes' below." Patients would be able to select one of two responses: "Yes, my room is too loud," or "No, the noise level in my room is OK."
By installing this technology, Banner Arizona hospitals saw improvements to all Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) questions that gauge patient satisfaction, including:
- Quiet at night, from 43 percent to 57 percent
- Communication with nurses, from 70.5 percent to 73 percent
- Overall rating, from 64.2 percent to 73.3 percent
- Would recommend, from 68.3 percent to 79 percent
David Schofield is president and CEO, Skylight Healthcare Systems, Inc., San Diego. Darrell Atkin is director of marketing, Skylight Healthcare Systems.
This article is excerpted with permission from the following resource: Schofield, D., and Atkin, D., Enhancing the Patient Experience through the Use of Interactive Technology, The Beryl Institute, Dallas, February 2011.
Publication Date: Monday, March 21, 2011