What is the Response Time of a Nurse Call System?

At Courtney Thorne, we understand that in healthcare and residential care settings, timely intervention is often the difference between dignity and distress – between routine assistance and crisis escalation. A well-designed nurse call system is a critical element in enabling that timely response. In this article, we will unpack what we mean by response time, how it affects the quality of care, how different types of nurse-call systems compare, what factors influence response times and how they can be improved. 

Our goal is to guide hospital senior teams, ward managers, care home operators and facilities specialists in understanding and optimising their nurse call infrastructure as best possible. By better understanding the factors that affect nurse call response times, we hope you will be able to take this and provide even better care for your patients and residents.

What do we mean by Response Time?

“Response time” in the context of a nurse call system refers to the interval between when a patient or resident activates the call (for example by pressing a button, pulling a cord or using a wearable pendant) and when a member of staff acknowledges and/or arrives to provide assistance. More precisely, nurse call system response times can also be broken down into different intervals, describing each stage of a call and how they fit together:

1. The alert generation time: from activation of the call point to when the system registers the alert.
2. The alert notification time: from system registration to staff notification (e.g., via display panel, pager, mobile device).
3. The acknowledgement time: when a staff member signals they have received the alert.
4. The arrival time: when assistance arrives at the patient’s or resident’s location.
5. The resolution time: when the call is closed or the need addressed.

How can response times affect the quality of care?

Response times are not just a performance metric for nurses and carers to adhere to – they directly impact the experience of patients and residents, the safety of the environment, and the operational efficiency of your service. For example, shorter response times can contribute greatly to the quality of care in the following ways:

1. Improved Safety: A resident who has to wait for a shorter period of time,  is less likely to attempt an unsafe action (e.g., getting out of bed unassisted) and more likely to avoid a fall or injury. Broadly speaking, when response times are reduced, falls go down.
2. Better dignity and comfort: Someone calling for help ultimately wants some form of reassurance; quicker acknowledgements and arrivals improve the overall satisfaction, comfort and perception of care from residents and patients.

3. Regulatory compliance and governance: Bodies such as the Care Quality Commission (CQC) emphasise prompt responses and clear evidence of monitoring. These ideas feature prominently in the CQC’s assessment of whether a service is safe, effective and well-led. Adhering to these standards well creates a more trustworthy environment for patients and their families, while also leading to higher standards of care that are maintained naturally by your staff.

4. Efficient staffing and resource use: If staff can be alerted directly to the location and urgency of a call, they can prioritise and respond optimally rather than relying on overhead paging, wandering corridors or manual checks. This helps to greatly reduce wasted time while improving staff workflows.

5. Reduced risk of adverse events: When calls are left unanswered or delayed, the risk of deterioration, harm, fall or emotional distress rises. In hospitals, faster nurse-call response has been linked to fewer adverse events and reduced cost of falls.

For hospital and care-home managers it is therefore vital to monitor response-time metrics and to understand what is driving them — if your system shows frequent instances of long response times, it may indicate issues in staffing, system design, technology or workflow.

Do Different Types of Nurse Call Systems Have Different Response Times?

The type of nurse call system in place can influence how quickly and reliably calls are transmitted to staff. At Courtney Thorne, nurse call systems are typically categorised as wired, wireless or hybrid, each offering its own strengths and design considerations.

Wired Systems

Wired nurse call systems rely on physical cabling to transmit alerts between call points and central units. This configuration is traditionally valued for its robustness and consistency. Because the signal path is direct and unaffected by environmental interference, wired systems generally exhibit very low latency. However, installation can be disruptive and alterations to room layouts or building structures often require additional work.

Wireless Systems

Wireless nurse call systems, such as those using Category 1 radio frequencies employed at Courtney Thorne, provide far greater flexibility. Their reduced installation time, mobility and scalability make them well-suited to dynamic care environments where layouts change or modular upgrades are required. Modern wireless solutions incorporate safeguards such as “listen-before-talk” protocols to prevent signal collisions, ensuring alert delivery remains fast and reliable. In practice, wireless systems often achieve equal, and in some cases superior, response times compared to older wired setups, particularly when paired with mobile staff devices.

Hybrid Systems

Hybrid nurse call systems combine the reliability of wired infrastructure with the adaptability of wireless peripherals, particularly suited to refurbishment programmes or complex multi-building estates. When well-configured, hybrid systems can deliver response-time performance on par with either of the other system types. Ultimately, the structural technology is important, but the greater determinants of real-world response time tend to be notification pathways, staff workflows and escalation rules rather than the transmission medium alone.

What Factors Can Affect Response Time?

Response time is influenced by a broad combination of technical, operational and environmental factors. The architecture of the nurse call system is only one part of the equation. Equally important is how the system is configured, how staff use it, how the building is laid out and how the organisation structures its care delivery.

1. Alert Method: The method by which alerts are routed is one of the most significant factors. Facilities that rely on a central display panel alone introduce inevitable delays when staff are not near that panel. Conversely, sending alerts directly to handheld or mobile devices (for example, via the Altra Go app) reduces the time between alert generation and staff awareness. The availability and workload of staff on duty also plays a major role, particularly during high-activity periods, night shifts or times of reduced staffing levels.

2. Environment: Physical environments can also slow response. Large sites, multi-floor layouts, long corridors or restricted-access areas increase travel time. System reliability and latency are essential as well; delays can occur if wireless coverage is inconsistent, if cabling is deteriorating, or if devices are not properly maintained overall.
3. Staff Training: Finally, staff training and confidence in using the system contribute significantly to responsiveness. Teams must understand how alerts are triggered, how they appear on devices, how to prioritise them and how to acknowledge them correctly. A system with excellent technology but poor user engagement will still yield disappointing response performance.

How Can Response Times Be Improved?

Improving response times requires a structured approach that examines both the performance of the nurse call system and the operational behaviour of the care team. The table below outlines the key strategies organisations can use, along with descriptions of how each action contributes to faster, safer and more reliable care delivery.

Final Thoughts on Response Times

Response times are one of the most clear performance indicators in any nurse call system. It encapsulates how quickly alerts are generated, transmitted, acknowledged and acted upon, and it directly affects the safety, dignity and wellbeing of residents and patients. While wired, wireless and hybrid systems each offer unique advantages, real-world response time is shaped just as much by staffing patterns, alert routing, escalation rules, building layout and system maintenance.

By analysing performance data, setting clear response targets, optimising workflows and ensuring staff have access to modern mobile technology, organisations can significantly enhance their responsiveness. At Courtney Thorne, decades of experience have shown that well-designed nurse call solutions combined with strong operational practice lead to faster, safer and more effective care.
If you have questions about response times, wish to review your current system, or would like support in improving your nurse call infrastructure, please feel free to contact Courtney Thorne. Our team is always available to help you deliver the highest standard of care and achieve exceptional responsiveness across your facility.

Written by

Barry Vacher

Date

28.11.25