Re: Getting everyone involved
I did not speak to facilities so I can't speak for them but they would get the calls anyway: Now patients, not nurses, contact them so they're still getting the calls (usually via the TV screen, backed by GetWellNetworks, so it's not a phone call, per se). It's an accountable system so all departments are measured. That is, if patients call multiple times, this info is recorded and each month managers discuss the results so I'd imagine slackers aren't thrilled. But as i said in the article, Florida Hospital opted to reward those who do a good or great job. I believe (although I am not 100% on this) that the reward system in place for nurses is duplicated throughout the hospital so similar programs exist for facilities, etc. And of course, managers take into account a patient who buzzes five times in 10 minutes... some things just aren't going to happen!
The nurses I spoke to LOVE the system: I conducted these interviews on-site, which was wonderful, because I could actually see the nurses as I spoke to them. For one thing, they can now focus more attention on NURSING. They no longer have to spend a lot of their time doing things like calling facilities about TVs, phones, etc., since patients are in control of those items themselves. The reward system recognizes them for their work. And they often don't have to repeat information over and over, since patients can replay a vidoe or read over directions from their doctors for themselves.
Of course, if a patient prefers a nurse to do all this, the nurse will have to do it. I did ask about those patients who are less technically astute or less confident. In most cases, they actually prefer the GetWellNetwork, the nurses told me, because it's like ordering a pizza from an interactive display: You're not having to ask a live person for something. But they can continue to do things the old-fashioned way: Ring their call button and ask a nurse for XYZ.