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: An ambulatory pediatric surgical center in the San Francisco Bay Area has an organizational goal of reaching the 85th percentile in NRC patient satisfaction scores. The annual compliance report states the current score is at 80.7 as of September 2021. These NRC findings indicate several areas for improvement including: (1) trust providers with care, (2) care providers listened, (3) was told when could leave, (4) got help as soon as wanted, (5) care provider explain things, (6) NPS: facility would recommend, and (7) procedure began on time.
Context: Priorities include implementing strategies to increase employee engagement and patient satisfaction. The goal is to leave patients and their families feeling that the healthcare team members communicated with them effectively.
Interventions: AIDET and Commit to Sit communication initiatives were introduced to the staff members to improve communication techniques. A staff inservice was delivered to educate employees on the use and implementation of AIDET and Commit to Sit to promote evidence-based patient communication tools in the clinic.
Measures: Surveys were conducted to collect quantitative and qualitative data to assess microsystem needs and evaluate the impact of the interventions implemented.
Results: Initial assessment revealed 88.9% of staff indicated that they were not familiar and 11.1% indicated that they were somewhat familiar with AIDET. After the staff education, 90.9% indicated that they felt very familiar with AIDET and 9.1% indicated somewhat familiar. 100% of the nurses understood the concept of Commit to Sit.
Conclusions: This QI project was successful in garnering interest from the healthcare team to implement communication strategies to increase the patient experience. Due to time constraints, the interventions will need to be further evaluated in detail for their effectiveness.
Recommended Citation
Liang, Carol, "Employee Engagement and Increasing Patient Satisfaction in the Pediatric Outpatient Setting" (2021). Master's Projects and Capstones. 1304.
https://repository.usfca.edu/capstone/1304
