Date of Graduation
Project/Capstone - Global access
Master of Science in Nursing (MSN)
School of Nursing and Health Professions
Problem: Effective and therapeutic communication in the healthcare setting is multidisciplinary, complex, and has its unique challenges for each microsystem. This quality improvement project implements two communication tools AIDET and Commit to Sit and incorporates cultural competency to improve communication and increase patient satisfaction in a pediatric outpatient perioperative microsystem. A microsystem assessment reflected some challenges that staff were facing when communicating with their patients and family members. A patient satisfaction assessment revealed that the microsystem is scoring below the target goal of the 85th percentile.
Context: The microsystem being addressed by this quality improvement project is an outpatient perioperative unit that specializes in general surgery, otolaryngology, and orthopedics for the pediatric population. The population served by this microsystem includes children as young as two years old up to eighteen years of age and their families.
Interventions: This quality improvement project implemented standardized communication practices through the utilization of culturally competent care, AIDET, a communication framework, and Commit to Sit, a reminder for healthcare professionals to provide eye-level communication. A staff in-service was conducted to reeducate staff on these evidenced-based patient communication tools through interactive education and role play simulation.
Measures: Surveys were conducted to collect quantitative and qualitative data to assess microsystem needs and to evaluate the effectiveness of the AIDET, and Commit to Sit, communication tools. Monthly National Research Company (NRC) scores were utilized to identify areas of improvement in patient experience within the pediatric perioperative outpatient microsystem before and after the implementation of this quality improvement project. Pre-implementation surveys were also utilized to gather staff input on comfortability with the communication tools and cultural competency. Post-implementation surveys were utilized to gather staff understanding and feedback on role play simulation.
Results: One-month post-implementation NRC scores increased from 80.7 percentile to 83.3 percentile and thus a slight increase in patient satisfaction. An increase in patient satisfaction scores was specifically seen in areas where the microsystem scored the lowest. Additionally, the in-service education resulted in staff grasping the concepts of AIDET, Commit to Sit, and cultural competency and showing support for the change being implemented.
Conclusions: AIDET and Commit to Sit along with culturally competent care allow patients to be heard and understood. Additionally, through role play simulation geared towards culturally diverse situations, it is evident that utilizing AIDET and Commit to Sit through the lens of cultural competency is even more beneficial to patient satisfaction.
Revuelta, Ailen, "Increasing Patient Satisfaction in a Pediatric Perioperative Outpatient Setting" (2022). Master's Projects and Capstones. 1329.