WakeMed Cary Hospital launched the Relay Nurse Communication pilot to streamline real-time communication between Nursing and Food & Nutrition Services (FNS) by integrating Relay devices and a dedicated Nurse Call button across key units.
The goal was to eliminate communication delays, improve workflow, and give nurses meaningful time back for patient care.
Key Outcomes
Direct Real-Time Communication
Relay enabled nurses to communicate instantly with FNS without relying on multi-step escalation processes or call center routing.
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- Nurses reported smoother workflows and fewer interruptions
- Requests were acknowledged and acted on in real time, improving coordination on high-volume units
Enhanced Community Quality
The operator success review highlighted:
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- More consistent and reliable communication
- Faster issue resolution on patient meal needs
- Immediate, two-way engagement that reduced back-and-forth delays
- Higher satisfaction among nursing leaders due to smoother coordination
Operational Improvements
Reduced Call Volume
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- A 17% decrease in callcenter usage was achieved following Relay implementation– demonstrating a successful shift from indirect to direct communication channels
Improved Response Times
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- FNS teams responded to nurse requests more quickly due to immediate notifications on Relay devices
- Units reported fewer delays in fulfilling patient meal-related needs
Enhanced Workflow Efficiency
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- Nurses reported that the new communication model supports clinical care
- Nurses reported that process improvements eliminated unnecessary escalation
Strong Positive Movement in Nursing Experience
Responsive Improvements
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- Nursing satisfaction with FNS responsiveness exeeded the target benchmark (75% + “Agree/Strongly Agree”), demonstrating strong early endorsement of the communication model
Pilot Unit Lift (Relay vs. Non-Relay Units)
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- Pilot units demonstrated a significant advantage in perceived responsiveness compared to units operating without Relay
Interdisciplinary Collaboration Strengthened
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- Survey feedback indicated improved trust, faster clarity on requests, and enhanced teamwork between nursing and FNS departments
Next Steps
