Patient Lockers
SBAR
Situation
Patient lockers in waiting room lack a system for managing occasions when family/friend/patient forget locker number or locker code. There is no ownership of the lockers. At times, the family care coordinator (FCC), preoperative and postoperative units are called to manage a locker situation. The Perianesthesia area will be issuing a new protocol to more effectively manage locker issues in the waiting room.
Patient lockers in waiting room lack a system for managing occasions when family/friend/patient forget locker number or locker code. There is no ownership of the lockers. At times, the family care coordinator (FCC), preoperative and postoperative units are called to manage a locker situation. The Perianesthesia area will be issuing a new protocol to more effectively manage locker issues in the waiting room.
Background
Patients have two primary places to store belongings in the perioperative area:
1) In the post anesthesia care unit’s designated bins for belongings with patient
label. It is a secure room, but accessible to all perioperative staff.
2) In the patient lockers located in the waiting room. Family/friend/patient chooses an
open locker, follows programming instructions on wall, creates a unique code, and
securely locks patient items. Instructions state that lockers must be reprogrammed
with code each time they are opened.
The current sign posted in the waiting room reads:
Patients have two primary places to store belongings in the perioperative area:
1) In the post anesthesia care unit’s designated bins for belongings with patient
label. It is a secure room, but accessible to all perioperative staff.
2) In the patient lockers located in the waiting room. Family/friend/patient chooses an
open locker, follows programming instructions on wall, creates a unique code, and
securely locks patient items. Instructions state that lockers must be reprogrammed
with code each time they are opened.
The current sign posted in the waiting room reads:
In November, around 1:00 am, a patient’s family member forgot the locker code in order to retrieve patient belongings. There was a sign placed above the lockers which directed the person to call security in order to open the locker. When security arrived, they informed the family member that they did not have the code to unlock the lockers. The security supervisor was called, but he did not have the code either. At this time, the charge nurse did not have the master code to unlock the locker.
Following this incident, perioperative charge nurses were given a universal code to unlock patient lockers if the person attempting to open the locker encountered a problem. Preoperative charge nurse, Russ Anderson, reported multiple issues with the current system. He stated that throughout the day multiple people fail to recall the locker number and/or the code. Subsequently, he is pulled away from the unit to unlock the locker.
Additionally, without a system in place, people can identify the locker’s contents, but state that they forgot the code. Russ Anderson was concerned that someone could steal the items out of the locker simply by claiming to know the patient, but misplacing the code.
Post anesthesia care nurse, Carolyn Dietrich, was called to open a locker and asked the family member to list some of the contents. When the locker was opened, the contents indicated that she had given Carolyn the incorrect locker number. The locker code had to be changed/relocked by staff without a formalized way to inform the locker’s owner. Consequently, the family/friend will call the perioperative unit so a nurse can open the locker since the code was unintentionally changed. This is a common occurrence and often takes multiple attempts to locate the correct locker. She also has encountered several non-English speaking patients that could not understand the locker’s operating instructions.
Ultimately, the locker incidences have the potential to increase stress and decrease customer satisfaction.
Following this incident, perioperative charge nurses were given a universal code to unlock patient lockers if the person attempting to open the locker encountered a problem. Preoperative charge nurse, Russ Anderson, reported multiple issues with the current system. He stated that throughout the day multiple people fail to recall the locker number and/or the code. Subsequently, he is pulled away from the unit to unlock the locker.
Additionally, without a system in place, people can identify the locker’s contents, but state that they forgot the code. Russ Anderson was concerned that someone could steal the items out of the locker simply by claiming to know the patient, but misplacing the code.
Post anesthesia care nurse, Carolyn Dietrich, was called to open a locker and asked the family member to list some of the contents. When the locker was opened, the contents indicated that she had given Carolyn the incorrect locker number. The locker code had to be changed/relocked by staff without a formalized way to inform the locker’s owner. Consequently, the family/friend will call the perioperative unit so a nurse can open the locker since the code was unintentionally changed. This is a common occurrence and often takes multiple attempts to locate the correct locker. She also has encountered several non-English speaking patients that could not understand the locker’s operating instructions.
Ultimately, the locker incidences have the potential to increase stress and decrease customer satisfaction.
Assessment
- Identify who is responsible for patient lockers (among family care coordinator, preoperative services, post anesthesia care unit, and security
- Delineate a system for managing instances when family/friend/patient forget locker code and/or number.
- Recognize a method for preventing theft.
- Identify a system for notifying family/friend/patient when the locker code has been changed.
Recommendations
Perianesthesia leadership will assume responsibility for managing locker issues. During the day, family/friend will approach family care coordinator (FCC) desk and tell FCC the issue, or call the phone number listed. The FCC will relay the information to the Pre-op charge nurse until 16:30 who will then manage the locker problem. After 16:30, the FCC will relay information to the PACU charge nurse. The override code will be placed in both the Pre-op and PACU charge books.
Post cling on lockers with instructions to program locker and phone number to call if unable to open locker. Cling reads:
1. Find an empty locker.
2. Place items inside.
3. Close the door.
4. Pick any four-digit code and enter on keypad.
5. Turn latch up to lock.
6. Write down locker number and code on card.
Each time you open the locker, the code resets. Be careful that you enter the same
code.
If you are unable to open your locker, ask the Family Care Coordinator for assistance.
After 8:00 pm, call 86203 from the phone on the Family Care Coordinator’s desk.
Locker items left after 12:00 pm will be placed in the lost and found.
University of Colorado Hospital is not responsible for items lost or stolen in patient
lockers.
Thank You!
In order to help family/friend remember the locker number and code, create cards for locker assignments. Place a pack of cards below sign on lockers in a slip-pocket. Family/friend writes locker number and code on card.
Pros: 1) Easily available; 2) Brightly colored and hard stock will help to avoid misplacement.
Cons: 1) Family/Friend does not write down information (no pen accessible, believed to be
unnecessary, etc.); 2) Misplaced or lost amongst other papers.
Ensure that Family Care Coordinator’s desk is clearly marked and that signage is readily available so that family/friend knows who to call if issue arises.
When family/friend forgets their locker number, the Pre-Op/PACU charge nurse is called (Pre-Op from 06:00-16:30). Prior to using the override code, the charge nurse asks the family/friend to name two specific items in the lockers; for example, a blue jacket and white Nike shoes. In the event that the incorrect locker is opened, the Pre-Op/PACU charge nurse leaves a post-it informing family/friend that their locker has been opened and they need to call the charge number 83570 or 83563. Pre-Op/PACU charge nurse will repeat verification of locker items prior to opening the locker. Post-it will read:
Your locker has been opened by UCH.
Please call _______ (charge nurse fills in phone number) from the Family Care
Coordinator desk for help.
Perianesthesia leadership will assume responsibility for managing locker issues. During the day, family/friend will approach family care coordinator (FCC) desk and tell FCC the issue, or call the phone number listed. The FCC will relay the information to the Pre-op charge nurse until 16:30 who will then manage the locker problem. After 16:30, the FCC will relay information to the PACU charge nurse. The override code will be placed in both the Pre-op and PACU charge books.
Post cling on lockers with instructions to program locker and phone number to call if unable to open locker. Cling reads:
1. Find an empty locker.
2. Place items inside.
3. Close the door.
4. Pick any four-digit code and enter on keypad.
5. Turn latch up to lock.
6. Write down locker number and code on card.
Each time you open the locker, the code resets. Be careful that you enter the same
code.
If you are unable to open your locker, ask the Family Care Coordinator for assistance.
After 8:00 pm, call 86203 from the phone on the Family Care Coordinator’s desk.
Locker items left after 12:00 pm will be placed in the lost and found.
University of Colorado Hospital is not responsible for items lost or stolen in patient
lockers.
Thank You!
In order to help family/friend remember the locker number and code, create cards for locker assignments. Place a pack of cards below sign on lockers in a slip-pocket. Family/friend writes locker number and code on card.
Pros: 1) Easily available; 2) Brightly colored and hard stock will help to avoid misplacement.
Cons: 1) Family/Friend does not write down information (no pen accessible, believed to be
unnecessary, etc.); 2) Misplaced or lost amongst other papers.
Ensure that Family Care Coordinator’s desk is clearly marked and that signage is readily available so that family/friend knows who to call if issue arises.
When family/friend forgets their locker number, the Pre-Op/PACU charge nurse is called (Pre-Op from 06:00-16:30). Prior to using the override code, the charge nurse asks the family/friend to name two specific items in the lockers; for example, a blue jacket and white Nike shoes. In the event that the incorrect locker is opened, the Pre-Op/PACU charge nurse leaves a post-it informing family/friend that their locker has been opened and they need to call the charge number 83570 or 83563. Pre-Op/PACU charge nurse will repeat verification of locker items prior to opening the locker. Post-it will read:
Your locker has been opened by UCH.
Please call _______ (charge nurse fills in phone number) from the Family Care
Coordinator desk for help.
Click for Patient Lockers Timeline