Date of Graduation
Project/Capstone - Global access
Master of Science in Nursing (MSN)
School of Nursing and Health Professions
Problem: An assessment of a home health microsystem found a decrease of patient satisfaction using Home Health Consumer of Healthcare Providers and Systems (HHCAHPS) survey scoring. Low HHCAHPS scores equivalate to poor quality care, which has a negative impact on patients and the organization itself.
Context: The setting for this project was a home health department microsystem in Northern, California serving a 400-patient population. The project was implemented within the quality department of the home health organization.
Interventions: Evidence shows that implementation of a courtesy call check-in improves satisfaction and patient outcomes. A courtesy call check-in was implemented to raise HHCAHPS scores and improve patient satisfaction. Courtesy calls were implemented one week after patient admission into the home health department. Implementation of calls happened over a one-month period from June 2022 to July 2022. One hundred and four patients were contacted during the one-month period.
Measures: Patient satisfaction was designed to be measured using the HHCAHPS survey score. The survey data has a three-month time lag making results unavailable at the completion of this project.
Results: Out of the 104 patients contacted during the one month round of calls, patients reported satisfaction and appreciation for check-in call. The outcomes of HHCAHPS scores could not be evaluated due to three-month time lag of data and delay in courtesy call implementation.
Conclusions: A courtesy call follow-up system is evidenced based to improve patient satisfaction. The specific aim was not surpassed in the timeframe of the project. The HHCAHPS score will be evaluated in reflection to courtesy calls completed during this project three months from now. If patient satisfaction increases, the quality department will continue to implement the call system.
Garcia, Tessa, "Implementing a Courtesy Call System to Increase Patient Satisfaction" (2022). Master's Projects and Capstones. 1432.