Dados do Resumo

Título

NURSE'S ROLE IN BED MANAGEMENT IN A CANCER CENTER: CASE REPORT

Introdução

The number of hospital admissions in Brazil has been increasing in recent years. Consequently, healthcare services may face challenges in efficiently managing the high demand for admissions. Nurses must balance patient needs with the administrative and operational demands of the healthcare environment. The involvement of nurses in hospital bed management allows for an expansion of their role and optimization of bed usage.

Objetivo

To identify the contributions of nurses after their implementation in bed management at a cancer center in São Paulo.

Métodos

This is a descriptive, qualitative study of the experience report type. The study was conducted in the bed management of a private tertiary hospital in São Paulo, a reference center for cancer patient care. Data were obtained from customer service (SAC) records. Data collection was performed from records of complaints made in 2022, when bed management was handled by an exclusively administrative team, and in 2023, after the integration of a nurse into the team. A total of 258 complaints were considered. These were divided by year and grouped according to the reasons for patient complaints via SAC, including infrastructure, bed transfer, and delays in bed availability. An analysis was conducted to identify changes between 2022 and 2023 related to the nurse’s participation in bed management.

Resultados

The data analysis revealed a 31% (54 complaints) decrease in the number of complaints in 2023 compared to the previous year. There were 156 (61%) complaints in 2022 and 107 (39%) in 2023. The number of complaints decreased for all reasons when comparing 2023 with 2022. Regarding the reasons for patient complaints to SAC, there was a significant reduction in complaints related to delays in bed availability, about 36% less after the nurse was implemented in bed management. Additionally, there was a 21% decrease in bed transfer requests in 2023. This reduction is attributed to the perceived need for segmentation before patient admission. The nurse in bed management maintains constant contact with other hospital areas such as admissions, surgical scheduling, and the inpatient unit. This allows for bed reservations according to the type of patient admission, such as clinical, surgical, oncology-hematological, pediatrics, among others.

Conclusões

Nurses can now be involved in various hospital sectors due to their comprehensive patient care knowledge. This study noted that the implementation of nurses in bed management contributed to a decrease in the total number of complaints made via SAC compared to the previous year when no nurse was in this sector. This data served as a basis for creating and improving processes to ensure operational efficiency and enhance patient experience.

Palavras Chave

Nursing Management - Bed Management - Patient Experience