Date of Graduation

Summer 8-12-2022

Document Access

Restricted Project/Capstone - USF access only

Degree Name

Master of Science in Nursing (MSN)

College/School

School of Nursing and Health Professions

Program

Kaiser cohort MSN capstone

First Advisor

Dr. Sara Horton-Deutsch

Abstract

Problem: The palliative care (PC) specialty aims to provide support for patients and their families living with progressive, life-limiting diseases by focusing on values, treatment goals, and relief of physical and psychosocial symptoms. Evidence shows a growing need to engage patients and their families to assess their care experience to improve satisfaction and the care provided. There is no current tool for measuring the inpatient PC experiences in this microsystem.

Context: Overall, patient care experience scores for a large Northern California medical center healthcare system were only 2.7/5.0 stars. It is unclear how inpatient PC consultations impact these patient care experience scores. This quality improvement project aimed to obtain baseline data to gain knowledge to improve interprofessional practice and add value to the team feedback regarding continuous improvement of patient care experiences by introducing and implementing a person-centered assessment tool.

Interventions: This project intervention consisted of educating and engaging the team about evidence-based practices for effective patient satisfaction and evaluating and synthesizing data to improve the patient care experience while fostering a caring culture and respect for human dignity. The primary intervention was a brief post-discharge telephone interview with a standard script delivered by care team members.

Results: During this 6-week pilot project consisting of post-discharge phone interviews, a response rate of 60% was achieved (N = 38). The data reveal positive feedback, with interviewees responding a combined 81.57% that they agree or strongly agree that they felt heard and understood during the inpatient consultation with the PC team, and 73.6% agree or strongly agree that the provider and team put my best interests first when making recommendations about my care. Seventeen patients (27%) did not answer after two attempts and only eight patients or designated decision makers declined participation (13%). Themes and takeaways revealed that many patients reported they received good care from the PC team, respondents were overall satisfied during their hospital stay, and they felt heard and were appreciative that their questions were answered by the PC team.

Conclusion: The data obtained during this pilot project demonstrate that a person-centered survey is an important tool for measuring and continuously monitoring the inpatient PC care experience. Results indicate that the inpatient team’s care adds value to our patients and designated decision makers.

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