AHRQ Innovations Exchange | Standardized Contact Process Based on Individual Physician Preferences Saves Nurses Significant Time When Trying to Reach Doctors

Standardized Contact Process Based on Individual Physician Preferences Saves Nurses Significant Time When Trying to Reach Doctors

Snapshot
Summary
St. Rita's Medical Center implemented a standardized process for nurses to contact physicians that incorporates personalized protocols for each physician based on his or her contact preferences and schedule. The physician contact system is designed to replace reliance on error-prone processes, including use of paper-based records, manual dialing by nurses and/or hospital switchboard operators, and leaving messages on answering machines. A 2006 pilot study of the system found that 84 percent of all attempted contacts directly reached the physician on the first call, resulting in an estimated 6,900 hours of saved time for nurses during the year.

See the Results section for updated information about nursing hours saved and number of nurse-to-physician contacts (updated November 2009).

Evidence Rating
Suggestive: The evidence consists of a nonsystematic, post-implementation evaluation of nurse-physician contacts, along with supportive pilot study results of the physician contact system; data are preliminary and in some cases based on anecdotal reports.

Developing Organizations
St. Rita's Medical Center

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AHRQ Innovations Exchange | Standardized Contact Process Based on Individual Physician Preferences Saves Nurses Significant Time When Trying to Reach Doctors