Quality and Productivity case study

Nottingham University Hospitals NHS Trust
Publication Date
31 Mar 2016
Publication Type


  Coordination and communication between hospital wards and team members has been a major issue locally and nationally. Standard pager and landline telephone systems are prone to delays. When pagers are answered, tasks must be interrupted to answer the page, and the originator of the request must wait by the phone for an answer. A page imparts little idea of the nature of the call. There is information decay, through repeated retelling in the absence of a standard set of details that must be communicated, and information loss without robust means of recovery. Handover between shifts has also repeatedly been highlighted as an area of concern, especially since the current system does not record in detail the work undertaken. This lack of record also limits the potential for improvement of out-of-hours care in hospitals through informed reorganisation of services or identifying sources of inappropriate work. This initiative introduced a wireless IT system to manage workflow out of hours in hospitals, replacing the pager system. The objectives were to improve the quality and speed of communication between doctors and nurses, reduce information loss and improve satisfaction for both clinicians and patients. The initiative captured data on every task requested (including type, priority, location and duration) to help understand the actual workload and reorganise resources.