Illuminate HC wins Quality division in McKnight’s Tech Awards
Illuminate HC operators saw a “consistent and direct” correlation between delays in call-light response times and negative — and avoidable — patient experiences. Their efforts to change the model, especially around staffing, led them to win the Gold Award in the McKnight’s Technology Awards competition in the Quality category.
The goal was to answer every call light quickly, with the first responder assessing the request and finding a way to address it. As part of a team restructuring process, a certified nursing assistant supervisory position called “The Quarterback” is responsible for all initial responses, then assigning other staff members.
“The goal is to get every single call light answered in 30 seconds,” said Scott Sklar, Director of Research and Development. “The QB can handle multiple units. There was originally some apprehension by floor staff of the QB concept, but they came to see it as a way to be a cohesive unit.
The Illuminate Staff mobile device is wearable and lets staff receive tasks, communicate status/progress of the tasks, request assistance as needed and also access basic pt information. The idea was to channel the efficiencies of the hospitality industry when, for example, a customer orders room service.
Since the system’s implementation, piloted at Warren Barr Gold Coast in Chicago, there has been a 39% reduction in the actual call-light pulls, which Sklar attributes to more frequent rounding and renewed confidence the call-lights will be answered. There was a 20% reduction in call-light response time after the first quarter of deployment, and a 50% reduction by the fourth quarter of 2016.
“It’s more than a product. It’s a philosophy,” said Illuminate HC CEO Yair Zuckerman.