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: Approximately 70% of patients in this 36-bed emergency department (ED) in Hospital X are not roomed and spend the majority of their visit in the waiting room, where they are susceptible to gaps in communication about their care and wait times. Baseline Press Ganey Scores from May 2026 showed that only 61.4% of patients felt informed about delays. Baseline observation data of 50 nurse-patient communication interactions confirmed these gaps: 24.5% of nurses introduced themselves, 13% provided a timeline of care, and 0% addressed potential delays. Aim: Improve communication-related patient satisfaction scores regarding delays among non-roomed patients in the ED by 10 percent within 30 days. Methods: A two-part intervention was implemented from June 29th to July 29th, 2026, guided by Kotter’s 8-step change Model, and evaluated by use of a PDSA cycle. ED nurses were educated with the AIDET communication framework through in-services, staff huddles, and emails, reaching 54/110 RNs (49%). Deliverables including posters and pamphlets regarding ED workflow and wait times were placed throughout the waiting room. Outcomes were primarily measured by utilization of Press Ganey and secondarily by a 10-item pre-and-post intervention observational survey. Results: Press Ganey scores regarding patients being informed about delays increased from 61.4% to 72.73%, which is a marked increase of 11.33 percent, placing the ED within the 99th percentile among California and Bay Area hospitals. Observed communication reported by post-implementation observational surveys all improved, including notable improvements in nurse introductions (24.5% to 77.1%) and providing a timeline for next steps (13% to 68.1%). Conclusion. A simple and low-cost, structured communication intervention had significant improvement in patient satisfaction scores without reducing patients' wait times.

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