Date of Graduation

Spring 5-15-2025

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

MSN project

First Advisor

Mark Tungol, MS, RN, ACCNS-AG, PHN

Abstract

Objective Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores at a Bay Area medical-surgical/telemetry unit consistently fell below the organizational benchmark. The nursing communication score was 70.31% in February 2025, compared to the target of 75.62%. Chart audits also showed high compliance with clinical practices but weak documentation of patient education. Pressure injuries, costly and preventable, further impacted patient outcomes and satisfaction. Aim This quality improvement project aimed to improve the HCAHPS nursing communication score by 5%, from 70.31% to 75.62%, through implementing Pressure Injury Prevention Care Bundle (PIPCB) education over a two-week period. Methods Patients received visual aids, including posters and cards, promoting mobility, skin care, and nutrition. Nurses were instructed to distribute cards at admission and reinforce education every shift. Pre- and post-surveys assessed patient understanding and nurse perceptions. Chart audits measured documentation rates. HCAHPS nursing communication domain scores were monitored pre- and post-intervention. Results The nursing communication score declined from 70.31% to 62.96%. While nurses found the materials helpful, they cited time constraints as a barrier. Conclusions Patient education alone did not improve HCAHPS communication scores. Future efforts should include workflow adjustments, leadership support, staff champions, and ongoing Plan-Do-Study-Act cycles to improve outcomes.

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