A new study examining nurse perceptions of hospital support service functions reveals key behaviors for collaborative relationships between these groups and identifies areas in which service can be improved. The findings and resulting outcomes is designed to improve patient care and the overall patient experience.

"This research provides a fact-based benchmark for improving nurse and support service relationships," said Pamela Thompson, MS, RN, FAAN, chief executive officer of AONE. "We believe that nurse leaders who use this information, in combination with the Guiding Principles for Relationships among Nursing and Support Services in the Clinical Setting, developed in 2007 with ARAMARK Healthcare, will be better equipped to nurture collaboration within their organizations and improve patient outcomes."

The work was conducted jointly by the American Organization of Nurse Executives (AONE) Institute for Patient Care Research & Education, ARAMARK Healthcare and the Studer Group.
Findings show that nine key themes are important to nurses when working with support service groups: communication; team work and adaptability; availability and accessibility of staff and resources; timeliness of response; compassion, consideration, positive approach and professionalism; knowledge of the job; proactive behavior; coordination of care; and responsibility and accountability.

Additionally, the study identified gaps between nursing's expectations of support service groups and current service. These expectations include freeing up time so nurses can do their jobs; taking personal accountability when tasks are not completed; letting others know when and if there will be a delay in service; and providing adequate number of staff to do the job.

Nurses also identified "must have" needs that are essential to good nursing/support service relationships. They include interacting with others in a positive manner; performing duties correctly; providing important resources; and contributing to a safe environment.

"Among the key findings of this work is the opportunity that ARAMARK Healthcare has to ensure that our services and strategy are closely aligned with nurses to enable them to spend more time at the patient bedside," said Robert W. Carpenter, President of ARAMARK Healthcare. "The services we provide have a number of patient touch points, and we intend to incorporate this research into our Impact in Action strategy to become more collaborative with nursing units and help to improve patient care."

Psychological Associates, a Saint Louis based consulting company, was awarded the grant to conduct this research. The survey was distributed to more than 4,000 nurses across the United States. The average age of the more than 1,300 respondents was 45. Results of the survey were validated against SERVQUAL and Maslach Burnout Inventory data.

The study was focused on what the research team calls the"traditional 8" support services, which include food and nutritional services, environmental services, clinical equipment services, facilities management, patient transport, laundry and linen, central supply/materials management, and security.