Date of Graduation

Fall 12-18-2015

Document Type

Project

Degree Name

Doctor of Nursing Practice (DNP)

College/School

School of Nursing and Health Professions

Department/Program

Nursing

First Advisor

Marjorie Barter, EdD, RN, CNL, CENP

Second Advisor

Brian Budds, JD, MSN, RN

Third Advisor

Mary Lynne Knighten, DNP, RN, PN, NEA-BC

Abstract

Health care is a complex business currently undergoing extensive reform. These changes require new methods of care deliver and ways in which health care organizations are operating. At the forefront of this change effort is the 2010 Patient Protection and Affordable Care Act, which is transforming health care from a volume-based, fee-for-service process to the delivery of services that have value, improve quality outcomes, increase satisfaction, elicit greater efficiency, demonstrate improved safety outcomes, show cost-effectiveness, promote better access to services, and result in high reliability between providers and organizations. The goal of providing a more positive health care experience is mandated within these reform efforts. There is an increasing amount written about the benefits of improving the patient experience in the inpatient setting, but operational direction is lacking. Additionally, while there is much discussion about the benefits and specific elements of patient-centered care, the benefit of implementing patient-centered care in relation to improving the patient experience is minimal. This 15-month demonstration project was designed and implemented to demonstrate that the implementation of patient-centered care will result in the improved patient experience of care, with results meeting the goal of improving value within the health care reform effort. The implementation of these improvements has resulted in a major culture change within the organization, which will lead to continual process improvements yielding improved quality outcomes, increased safety within the care delivery methods, improved service excellence, greater satisfaction of the patient experience of care, and demonstrate financial benefits resulting in lower costs, better utilization of services, and better access.