Date of Graduation

Fall 12-17-2021

Document Access

Restricted Project/Capstone - USF access only

Degree Name

Master of Science in Nursing (MSN)


School of Nursing and Health Professions


Kaiser cohort MSN capstone

First Advisor

Carla Martin

Second Advisor

*Cathy Coleman

Third Advisor

Cynthia Huff



Problem: Increasing complexity in healthcare has amplified the likelihood of communication breakdown during the patient care experience. Organizations have fallen short in patients’ perceptions of how well they are listened to by their healthcare provider.

Context: The setting for this project was the home health department, a microsystem serving 400 members, within the macro-system of the larger healthcare organization, a 385-bed facility in Northern California. The project was a collaboration between the home health department and quality department.

Interventions: Five virtual interactive trainings were presented to home health staff on listening carefully for the purpose of improving communication between care providers and patients. The educational modules were based on Jean Watson’s Caring Science theory and incorporated the Caritas framework.

Measures: The patient’s perception of the health care provider listening carefully was measured through the HHCAHPS scores, provided to the quality department from the data vendor monthly.

Results: The HHCAHPS scores varied during the implementation period. One-month post-intervention, the HHCAHPS score for listening carefully was 96.3%, a 3.1% increase from the baseline score of 93.4%. The trend line was positive, and the median score was 94.0%.

Conclusion: The specific aim was surpassed within the timeframe of the project with an increase in the HHCAHPS score for listening carefully of 3.1% from baseline. The HHCAHPS data will continue to be collected, analyzed, and reported to the organization leadership to assess further interventions and direction for this work.

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