Dance of the call bells: using ethnography to evaluate patient satisfaction with quality of care.
Ethnographic methods can provide insights into patients' perceptions of quality of care. We used ethnographic methods to examine problems related to answering patient call lights on one inpatient unit in the hospital. Communication through call bells consisted of 3 interrelated components. These included answering the call bell, communicating the patient's request, and following through with the request. Results of this study provided a deeper understanding of the nuances of power and control embedded within the issue of patient-caregiver communication and empowered unit staff to find solutions to the call bell problem.
Deitrick
Lynn
L
Department of Health Studies, Lehigh Valley Hospital and Health Network, Allentown, PA 18105, Lynn.Deitrick@lvh.com.
Bokovoy
Joanna
J
Stern
Glenn
G
Panik
Anne
A
D000884:Anthropology, Cultural / Q000458:organization & administration*; D001291:Attitude of Health Personnel; D040421:Cell Phone; D003142:Communication; D003299:Cooperative Behavior; D003625:Data Collection; D006747:Hospital Communication Systems / Q000458:organization & administration*; D006801:Humans; D007400:Interprofessional Relations; D024802:Nurse's Role / Q000523:psychology; D009723:Nurse-Patient Relations; D009728:Nursing Assistants / Q000458:organization & administration / Q000523:psychology; D009732:Nursing Care / Q000523:psychology / Q000592:standards; D015404:Nursing Methodology Research / Q000458:organization & administration*; D009741:Nursing Staff, Hospital / Q000458:organization & administration / Q000523:psychology; D019370:Observation; D017060:Patient Satisfaction; D010781:Photography; D036301:Qualitative Research; D011787:Quality of Health Care / Q000592:standards*; D012107:Research Design; D012649:Self Concept; D011795:Surveys and Questionnaires; D013997:Time Factors