Date of Graduation

Winter 12-17-2021

Document Access

Project/Capstone - Global access

Degree Name

Master of Science in Nursing (MSN)


School of Nursing and Health Professions


Kaiser cohort MSN capstone

First Advisor

Cynthia Huff

Second Advisor

Sara Horton-Deutsch

Third Advisor

Cathy Coleman


Section I: Abstract

Problem: Communication between medical professionals and patients is a critical element to patient satisfaction and safety. The 2020 patient overall satisfaction scores for the local Roseville hospital were 73%. These data demonstrated an opportunity to enhance processes and the culture at the local Roseville hospital to meet the communication needs of its patient population.

Context: A patient coordinated care response team was developed to improve communication for newly diagnosed cancer patients or other life-altering diagnosis patients.

Interventions: A survey was completed to establish the current state of patient satisfaction with communication practices with healthcare providers in the overflow units of the local Roseville hospital.

Measures: The outcome measure was to establish the current level of communication between the patient and the healthcare providers. There were two process measures: completion of the provided survey and attendance at the informational huddle. The balancing measures were to ensure attentiveness to the patient did not decrease and overall hospital length of stay did not increase while addressing communication challenges.

Results: There were 25 responses to the survey, which demonstrated a 44% rating of poor for communication between the primary physician and other medical professionals in the hospital; 100% of the responses stated they had cared for a newly diagnosed cancer or life-altering illness patient; 92% of the responses stated communication was a factor in the patient’s hospital length of stay; and 100% of the responses stated communication influenced the patient’s overall hospital experience. The results of the survey identified the response team members as the primary registered nurse, primary medical doctor, specialty medical doctor, patient care coordinator, and social service professional.

Conclusions: By incorporating a coordinated patient care response team into a patient’s plan of care, communication can be enhanced between medical professionals and the patient. This increase in communication can improve overall patient satisfaction and reduce hospital lengths of stay.