Empowering Patients With A Hotline To The Chief Nursing Officer

Abstract

The purpose of this nursing research study was to explore the perceptions of patients who were provided with a direct line of communication via a “hotline” to the Chief Nursing Officer in order to provide them with a voice in decisions which directly involve their care.

Qualitative analysis revealed recurring themes identifying the “hotline” as reassuring, and offering a level of security. Another theme involved the patients relating situations that needed to be remedied including noise within the hospital environment, waiting for pain medication or using the call light without receiving assistance in a timely manner. Some calls to the hotline centered on compliments for the nursing staff. The findings from this phenomenological study which viewed the hospital world through the lens of patients' eyes have many implications for nursing practice. Implications for nursing practice include enhanced communication among nurses and patients, increased patient satisfaction with their health care experience and improved staff satisfaction in the acute care environment. A hotline to the chief nursing officer is only one way to ensure that the patients’ voices are heard and acted upon but this direct line of communication was found to be an effective tool.