Maximizing Service Response and Nursing Efficiency through Family Involvement

Aliza Koenigsberg, Administrative Director, Children’s Service Line, Morgan Stanley Children’s Hospital of NewYork-Presbyterian, Komansky Center for Children’s Health, and Joseph McTernan, Director of Operations at Morgan Stanley Children’s Hospital of NewYork Presbyterian/Columbia University Medical Center. Aliza and Joseph describe the NYP Children’s Hospital’s interactive bedside program, which allows patients and families to communicate concerns or requests directly to the Support Services team. This program empowers families to easily and rapidly resolve service issues without taking nurses away from patient care responsibilities. The innovative system also enables the hospital to track and resolve recurring operational problems.