Now That’s a Bright Idea
Jenny Jordan knew she was on to something. Soon after she started working nights as a charge nurse on 8 South, Orthopedics-Neurosurgery, Jenny realized the switchboard operators were forwarding calls to the 8 South front desk.
The problem with that: many times no one is at the desk because there is a smaller staff at night and available staff is busy tending patients. When no one is at the desk to answer the phone, the call is forwarded to the charge nurse’s mobile phone. The problem with that: The charge nurse may be assisting a fellow nurse or caring for a patient, making the nurse unavailable to respond to the incoming call.
L-R: Yolanda Emley and Jenny Jordan
As a result, family members and friends have been unable to reach their loved ones being treated at Memorial Hospital by phone from 10 p.m. to 6 a.m. Jenny put her feet into the shoes of a family member hoping to speak with their loved one at the hospital.
“That would be difficult for a family member to not be able to communicate with their loved one who is sick or recovering from surgery,” says Jenny.
She viewed this communication problem as an opportunity for positive change. She found the perfect outlet: Nurses are encouraged to submit a “Bright Idea” about ways to improve patient care. Jenny’s Bright Idea: Forward switchboard calls from family members and friends directly to the patient rooms after hours.
This immediately won the support of Jenny’s manager, Yolanda Emley, R.N., MSA, Patient Care Director, Orthopedics-Neurosurgery Acute Rehab. The switchboard operators supported the plan as well. Yolanda championed the idea all the way to Memorial Hospital’s Leadership Committee. In August, the Committee unanimously approved the change.
Not only should the change improve patient satisfaction, it should also enhance workplace efficiency by allowing nursing staff to provide patient care work with fewer interruptions.
“People may not know something is a problem if you don’t say anything,” says Jenny. “I knew it was the right thing to do and I trusted my manager would support me in this effort to change something for the good of our patients.”
Yolanda hopes associates engage in dialogue with their managers about ideas they have for change, because they all have them.
“The Bright Idea format is just one way that associates can channel their creativity,” she explains. “I often think our associates don’t understand how influential they are. To what extent they may change their work environment, they simply need a leader who is willing to listen, facilitate or just step aside.”
