Date of Graduation

Summer 8-13-2026

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

Sierra Dias McEvoy, MSN, RN, CEN, CNL

Abstract

Objective: In Spring 2026, the Emergency Department (ED) at Hospital X identified difficulties securing high levels of patient satisfaction. Over one third of patients did not feel adequately “informed about delays,” and observation of nurse-patient interactions in front-end care areas confirmed these communication gaps: in 87% of interactions, nurses did not explain next steps to the patient, and in none of the 51 interactions observed did nurses proactively inform patients about possible delays. Aim: This quality improvement initiative sought to improve the patient experience in the ED and drive a 10% increase in Press Ganey patient satisfaction survey results relating to being “informed about delays” from May 2026 to July 2026. Methods: A two-pronged intervention approach was implemented over a 30-day period in July 2026, focused on (a) creating and disseminating patient-facing materials in the ED waiting room explaining care pathways and expected wait times, and (b) educating nursing staff about AIDET® patient-centered communication. Results: Post-intervention Press Ganey results revealed 72.7% of patients felt “informed about delays,” an 11.3% increase over the pre-intervention baseline. Additionally, post-intervention observation revealed significant improvements in nurse communication practices, with nurses successfully applying AIDET® principles to manage patient expectations and help them feel seen and cared for. Conclusions: These results reveal that low-cost but high-impact interventions can drive meaningful increases in patient satisfaction in the ED.

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