Date of Graduation

Fall 12-17-2021

Document Access

Project/Capstone - Global access

Degree Name

Master of Science in Nursing (MSN)

College/School

School of Nursing and Health Professions

Program

MSN project

First Advisor

Scout Hebinck

Abstract

Problem: This quality improvement project implements AIDET and commit to sit to improve communication and increase the patient satisfaction of an outpatient surgery microsystem. The microsystem’s patient satisfaction is assessed, and it is currently scoring below the reach goal of 85th percentile. The detractors from their overall score mainly stem from the patient not feeling listened to, informed, or updated on the timeline. AIDET and commit to sit are ideal tools for addressing those deficits.

Context: The microsystem being addressed is an outpatient surgery unit that specialized in general surgery for the pediatric population. The pediatric population that the microsystem services is children from two years old to eighteen years old and the family that accompanies them. The microsystem is composed of experienced operating room nurses, pediatric surgeons, anesthesia specialists, child life specialists and surgical technicians.

Interventions- The implementation of an intentional use of AIDET and Commit to Sit through an interactive education and simulation-based reeducation. Standardizing communication practices through utilization of AIDET and commit to sit as microsystem wide methods of communication.

Measures- There were multiple measurement tools used in this quality improvement project. In identifying potential needs for change to improve patient experience within the microsystem, the National Research Company patient satisfaction data was utilized. The NRC data simplified, synthesized, and analyzed the patient satisfaction scores over the course of a year. Pre-education surveys were used to gather staff input and knowledge around communication tools. Post-implementation surveys were used to gauge staff understanding, thoughts and concerns regarding the change implemented.

Results – The implementation of AIDET and commit to sit is projected to significantly increase patient satisfaction within the microsystem. Specifically, AIDET and commit to sit should improve the patient satisfaction scores in the areas where the microsystem scored the lowest (Allen et.al., 2016). Increases in patient satisfaction could increase the net income of the microsystem significantly as well (Richter et.al., 2017). The implementation of education of staff on communication lead to understanding, conversation, and support for the change within the microsystem.

Conclusions – AIDET and Commit to sit allows patients to feel heard, help patients understand teaching, helps with compliance, increases patient loyalty to the hospital, increases trust for providers and helps them feel more comfortable within the healthcare setting. These communication tools should be used throughout the hospital system to improve patient and healthcare provider communication.

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