I searched PubMed and CINAHL with these concepts: (patient information AND (telephone OR caller) AND (privacy OR confidentiality).
To look at the search results, please go to http://tinyurl.com/mwx94pu
The following three articles were selected for you.
Exceptional service: ‘smile please!‘. Nursing Review 1996 vol:15 iss:1 pg:37
Leicester nurses grin and bear ‘smile’ policy. Nursing Standard 2006 Jun 28-Jul 4; 20 (42): 7.
“Satisfaction climbs with smiles, other soft skills.” ED management 16.3 (2004):30.
“Semiformal attire and a smile…” [January 2007].” Family practice management 14.4 (2007):16.
Teach staff and managers to put the focus on customers: inservice should cover more than ‘smile therapy’. Homecare education management 1999 vol:4 iss:3 pg:33
Putre, Laura The power of a smile and a handshake. H&HN: Hospitals & Health Networks, 2013 Feb; 87 (2): 51.
“Customer satisfaction in the emergency department.” Emergency medicine clinics of North America 22.1 (2004):87.
Click here to view a collection of articles on this topic.
A search of PubMed, CINAHL, and ECRI (a quality and risk management resource) for combinations of these terms:
Call lights, call buttons, intercoms, stimuli
Patients, beds, rooms
Nurses, nursing
Response time, reaction time, attention
(call lights OR call buttons OR alarms) AND (patients OR beds OR rooms) AND (nurses OR nursing) AND (response time OR reaction time)…identified many articles about reducing the rate of call light use by implementing hourly/intentional/comfort rounding, as well as the association between call light use and falls. Below are a couple of references that explore how psychological factors may be associated with response time.
A Google search for no pass zone patient call lights identified several hospitals that have rolled out campaigns with this name, but there doesn’t seem to be anything in the traditional published literature about them. Here is information from a couple of hospitals in case you want to contact them directly for additional information.
http://healthleadersmedia.com/content/NRS-250810/Nurses-Find-Simple-Ways-to-Improve-Satisfaction##
http://1199seiubenefits.org/wp-content/uploads/2012/01/Mt.-Sinai-Powerpoint.pdf
This question seems to be similar to alert fatigue with use of alerts in clinical systems. After browsing some of those references in PubMed, I applied the subject headings
(“Human engineering”[mesh] OR “Hospital communication systems”[mesh]) AND (“Reaction time”[mesh] OR “time factors”[mesh]) AND nurses AND (falls OR patient satisfaction)
The most relevant reference in this search is below. It discusses use of a different technology.
Guarascio-Howard L. Examination of wireless technology to improve nurse communication, response time to bed alarms, and patient safety. HERD. 2011 Winter;4(2):109-20.
Searches of PubMed, The Joanna Briggs Institute EBP Database, and the National Guideline Clearinghouse yielded the following practice guideline.
Whitaker Chair, D K, et al. “Immediate post-anaesthesia recovery 2013: Association of Anaesthetists of Great Britain and Ireland.” Anaesthesia 68.3 (2013):288-297.
The abstract states, “The standard of nursing and medical care should be equal to that in the hospital’s critical care units.”
Reviewed 4/8/2014 ldt
Searches of PubMed and CINAHL for your concepts of nurses aides, communication, and education found the following articles.
Fukaya, Yasuko, et al. “Education to promote verbal communication by caregivers in geriatric care facilities.” Japan journal of nursing science 6.2 (2009):91-103.
McGilton, Katherine S, et al. “A systematic review of the effectiveness of communication interventions for health care providers caring for patients in residential care settings.” Worldviews on evidence-based nursing 6.3 (2009):149-159.
Levy Storms, Lené. “Therapeutic communication training in long-term care institutions: recommendations for future research.” Patient education and counseling 73.1 (2008):8-21.
Williams, Kristine N, Teresa BIlten, and HelenBower. “Meeting communication needs: topics of talk in the nursing home.” Journal of psychosocial nursing and mental health services 43.7 (2005):38-45.
Cunningham, Adrian. “Developing a communications course for health care assistants.” Nursing times 100.47 (2004):36-38.
Williams, Kristine Enhancing communication with older adults: overcoming elderspeak. Journal of Gerontological Nursing 2004 vol:30 iss:10 pg:17 -25
Stevens Roseman, Ellen S, and PatrickLeung. “Enhancing attitudes, knowledge and skills of paraprofessional service providers in elder care settings.” Gerontology & geriatrics education 25.1 (2004):73-88.
Counsell, Colleen M, and RoseRivers. “Inspiring support staff employees.” The Journal of nursing administration 32.3 (2002):120-121.
Burgio, L D, et al. “Come talk with me: improving communication between nursing assistants and nursing home residents during care routines.” Gerontologist, The 41.4 (2001):449-460.
McCallion, P, et al. “Educating nursing assistants to communicate more effectively with nursing home residents with dementia.” Gerontologist, The 39.5 (1999):546-558.
Thomas, L H. “A comparison of the verbal interactions of qualified nurses and nursing auxiliaries in primary, team and functional nursing wards.” International journal of nursing studies 31.3 (1994):231-244.
The following were located through CINAHL
“A Nurse Practitioner Directed Intervention Improves the Quality of Life of Patients with Metastatic Cancer: Results of a Randomized Pilot Study.” Journal of palliative medicine 15.8 (2012):890.
Brandstätter M ; Baumann U ; Borasio GD ; Fegg MJ Systematic review of meaning in life assessment instruments. Psycho-Oncology, 2012 Oct; 21 (10): 1034-52.
Joanna Briggs:
Click here to access Joanna Briggs resources
When Joanna Briggs opens cut & paste the following into the search box:
palliative care and oncology and (quality of life or prognosis)
Keywords to use for searching CINAHL & Joanna Briggs: palliative, oncology, quality of life, prognosis
Evidence Matters 