Date of Graduation

Summer 8-5-2020

Document Access

Project/Capstone - Global access

Degree Name

Master of Science in Nursing (MSN)


School of Nursing and Health Professions

First Advisor

Dr. Catherine Coleman



Many clinical outcomes that occur in the emergency room determine the patient’s continued care and experience in the hospital and beyond as well as influence the organizational reputation in the community. Mack and Fill emphasize that “an ED visit is a significant encounter between a patient and a hospital and one that affects ‘repurchase’ decisions for future health care” (as cited in Welch, 2010, p. 65). Thus, patient experience in the emergency department necessitates continued quality improvement efforts. The emergency room, or “the front door to the hospital”, provides equitable and affordable care to patients who need urgent medical evaluation. A proposed intervention to optimize the patient experience is a structured nurse leader rounding, consisting of a patient informational interview, based on the AIDET approach, and real-time nurse coaching, which is a best practice from the STAR Feedback model. An alternative evidence-based tool which can be used to assess patient experience during informational interviews is the Watson Caritas Patient Score. The questions of the informational interviews correlate with the 4 CAHPS questions of interest: (1) Courtesy and respect by nurses; (2) Confidence and trust in the nurses; (3) Nurses explaining things in a way you could understand; (4) Likelihood to recommend this emergency department to friends and family. CAHPS scores for ED patients for these questions and the patient survey summary star ratings are the outcome measures for this project. This evidence-based, quality improvement project aims to accentuate the service mindset and patient experience as an organizational priority. After attending the training sessions, nurse leaders will consistently engage in rounding according to the newly proposed policy.