THE CHALLENGE There’s never enough time. That was the constant refrain of the nursing staff at Presbyterian Healthcare Services hospitals. As dedicated professionals, they wanted to spend more time with their patients, but were often pulled away by other responsibilities. “Nurses said they spent too much time hunting and gathering items for patients, ” said Michelle Jones, executive director of the Presbyterian customer service center. “Patients told us that nurses were often distracted and always busy. ” With too much to do and many competing demands, nurses found themselves constantly on the run, performing tasks that they considered to be secondary to their mission. “Our nursing staff wanted to improve the patient experience. They wanted to spend time at a patient’s bedside w

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