On this page
Asset Type
Manufacturer
Model
What This Guide Helps With
Troubleshooting failed nurse call activation or room-interface communication caused by connections, cables, room hardware, positioning, pairing, power, or configuration issues.
Step-by-Step Troubleshooting
1. Ensure Patient Safety First
Do not troubleshoot an unreliable nurse call connection while the bed is the patient’s only method of requesting assistance.
- Notify the responsible clinical staff.
- Provide an alternate verified call device or move the patient to another bed when appropriate.
- Follow facility fall-prevention and observation procedures until nurse call operation is confirmed.
- Do not return the bed to normal clinical use based only on the nurse call button illuminating or producing a local tone.
Expected outcome: The patient has a reliable alternate method to request assistance during troubleshooting.
2. Confirm the Exact Communication Failure
Determine whether:
- The nurse call button is unresponsive.
- The button responds locally, but no call reaches the nurse station.
- Calls work from the caregiver control but not the patient control.
- Calls work from one siderail but not another.
- The failure occurs only in one patient room.
- The bed is configured for a wired connection or cable-free Secure Connect communication.
- Other room-interface information is also missing.
Activate nurse call from each available patient and caregiver control while clinical staff confirm whether the correct room and call location appear at the nurse station.
Expected outcome: The failure is isolated to a specific control, the entire bed, the room connection, or the wireless interface.
If all call locations operate correctly, the problem is resolved. Stop troubleshooting.
3. Verify Bed Power and Basic Operation
Confirm that:
- The bed is connected to a hospital-grade grounded outlet.
- The bed indicates normal AC power.
- The power cord and plug are not damaged.
- The display and caregiver controls operate normally.
- No communication or system fault message is displayed.
A widespread control or power problem may appear to be an isolated nurse call failure.
Expected outcome: The bed is powered normally and capable of processing control inputs.
If restoring power resolves the failure, retest nurse call and stop.
4. Determine Whether the Bed Uses Wired or Cable-Free Nurse Call
Inspect the installation and confirm the intended communication method.
Wired systems use a Stryker-compatible interface cable connected to the ProCuity’s DB-37 connector at the head end and to the room’s patient station, headwall, or docking connection.
Cable-free systems communicate through a mapped Secure Connect device and require the bed to establish a connection with that room device.
Do not assume that wireless bed connectivity automatically means nurse call is configured for cable-free operation.
Expected outcome: The correct communication path is identified before cables, room hardware, or wireless pairing are tested.
5. Inspect the Wired Interface Cable and Connections
For a wired installation:
- Locate the 37-pin nurse call connector at the head end of the bed.
- Confirm that the connector is fully inserted and secured.
- Inspect both connector ends for bent pins, contamination, looseness, cracked housings, or damaged strain relief.
- Check the cable for cuts, crushing, stretching, or damage caused by bed movement.
- Confirm that the opposite end is fully connected to the correct patient station, headwall, or docking port.
- Make sure the interface cable is routed where bed articulation cannot pinch or pull it.
Stryker specifies use of a Stryker-supplied interface cable and identifies the DB-37 connection as the wired nurse call input.
Expected outcome: Both ends are secure, correctly connected, and free from visible damage.
If reseating the cable restores nurse call operation, secure the routing, perform repeated tests, and stop.
6. Test With a Known-Good Compatible Interface Cable
Replace the installed interface cable with a known-good, facility-approved Stryker-compatible cable.
Retest nurse call from:
- The patient siderail controls.
- The caregiver siderail controls.
- The footboard control, when equipped.
Expected outcome: A defective cable is either confirmed or ruled out.
If the known-good cable resolves the issue, replace the failed cable, verify correct room identification, and stop.
7. Compare the Bed in a Known-Good Room Connection
When operationally practical, connect the affected bed to a known-good compatible room interface. Alternatively, connect a known-good ProCuity bed to the original room connection.
Interpret the results:
- If the affected bed works in another room, suspect the original headwall, patient station, docking port, room wiring, or nurse call system.
- If a known-good bed also fails in the original room, refer the room-side issue to the nurse call, facilities, or communications support team.
- If only the affected bed fails in multiple verified rooms, continue evaluating the bed.
Expected outcome: The failure is isolated to either the bed or the hospital room infrastructure.
8. Check Individual Nurse Call Controls
Test every available nurse call button separately.
Look for:
- A button that is physically stuck or damaged.
- A siderail control with no local response.
- A failure limited to one siderail.
- Liquid intrusion, cracked overlays, or contamination.
- Intermittent operation when the siderail position changes.
Do not open the siderail or control panel during external troubleshooting.
Expected outcome: A localized control failure is distinguished from a complete room-interface failure.
If one control fails but the others reliably activate the correct call, document the failed control and remove the bed from service for repair.
9. Verify Cable-Free Secure Connect Conditions
For a cable-free nurse call installation:
- Apply the bed brakes.
- Confirm that the Secure Connect icon appears on the ProCuity home screen.
- Verify that the bed is positioned close enough to the mapped Secure Connect device.
- Make sure the bed is not excessively angled during initial connection.
- Confirm that the bed has not been moved to a different room without completing the required room association.
- Inspect the wall-mounted Secure Connect device for obvious damage, loss of power, or abnormal indicators.
Stryker identifies brake application as part of establishing the Secure Connect connection. Current guidance also directs technicians to confirm the Secure Connect icon on the bed display before testing nurse call.
Expected outcome: The bed displays a valid connection to the correct room’s Secure Connect device.
If the connection icon appears and nurse call functions correctly after repositioning or applying the brakes, perform repeated tests and stop.
10. Rule Out a Room Mapping or Configuration Problem
Determine whether:
- The bed was recently relocated.
- The Secure Connect unit was replaced or moved.
- The bed connects but reports to the wrong room.
- The room or bed recently underwent software, network, or configuration changes.
- Multiple beds fail to communicate with the same Secure Connect device.
Stryker states that Secure Connect or an iBed Locator must be mapped to its physical location and remapped when moved. Room-interface configuration is performed through authorized setup procedures and should not be changed without the approved configuration information and service resources.
Expected outcome: Incorrect mapping or configuration is identified as an infrastructure or authorized-service issue.
Escalate mapping, server, gateway, or configuration problems to the appropriate Stryker-trained, nurse call, or clinical systems support team.
11. Perform a Final Functional Verification
After any corrective action:
- Activate nurse call from every available patient and caregiver control.
- Confirm that each call reaches the nurse station.
- Verify that the correct room, bed, and call location are displayed.
- Confirm that the call can be acknowledged and reset according to the facility workflow.
- Repeat the test several times.
- Move or articulate the empty bed slightly and repeat the test to identify an intermittent cable connection.
Stryker’s setup instructions require activating the nurse call button to verify communication between the bed and the hospital nurse call system.
Expected outcome: Nurse call communication is consistent, correctly identified, and reliable from all available controls.
If all tests pass, return the bed to service according to facility policy.
If the Problem Persists
If the bed fails with a known-good cable in multiple verified room connections, or if Secure Connect remains unavailable after external positioning, brake, power, and mapping checks, common external causes have been ruled out.
The fault may involve the room interface board, control wiring, siderail control assembly, gateway, bed software, or another internal communication component. Stryker identifies both wired and wireless bedside room interface board configurations within the ProCuity platform.
The bed should be:
- Removed from service.
- Labeled Out of Service.
- Sent for repair or bench evaluation.
- Evaluated using the correct ProCuity maintenance documentation and approved service tools.
- Repaired or configured only by qualified personnel.
Knowing when to stop external troubleshooting is proper troubleshooting, especially when nurse call reliability directly affects patient safety.
Clinical Use Tip
Never leave a patient dependent on a nurse call system that has not been verified at the nurse station. Provide an alternate call method before troubleshooting.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported that the ProCuity nurse call button responded at the bed, but no call appeared at the nurse station."
Cause
What was observed during troubleshooting.
Example:
"The DB-37 nurse call interface cable had a damaged connector and failed when tested against a known-good cable."
Resolution
What action was taken.
Example:
"Replaced the interface cable, verified nurse call from all patient and caregiver controls, and confirmed correct room identification at the nurse station."
Helpful Details to Include (If Known)
- Alternate patient call method provided
- Bed connected to AC power
- Wired or cable-free nurse call configuration
- DB-37 connector condition
- Interface cable reseated or swapped
- Rooms or headwall ports tested
- Results with a known-good bed
- Secure Connect icon status
- Brake status during wireless testing
- Bed and Secure Connect mapping verified
- Controls that passed or failed
- Local button response
- Nurse station response
- Correct room identification
- Intermittent behavior during bed movement
- Displayed fault messages
- Final device status
Final Thought
Reliable nurse call operation must be confirmed through the entire communication path—not only at the bed. Logical isolation of the controls, cable, room connection, and wireless interface protects patients and prevents unnecessary internal repair. Clear CCR documentation ensures that any recurring bed-side or room-side failure can be recognized quickly.
That is successful troubleshooting.