Date of Graduation

Winter 12-14-2018

Document Access

Project/Capstone - Global access

Degree Name

Master of Science in Nursing (MSN)


School of Nursing and Health Professions

First Advisor

Robin Jackson

Second Advisor

Elena Capella

Third Advisor

Susan Mortell


At the Golden Gate Endoscopy Center (GGEC), the Consumer Assessment of Healthcare Providers and Systems Outpatient and Ambulatory Surgery (OAS CAHPS) survey results on patient satisfaction have been below the 50th percentile for the last three quarters of 2018. Patient satisfaction scores are a quality measure for the patient care experience and important for the success of the organization and its providers. Based on patient comments from previous surveys, patients feel that the center does not explain the possible side effects of the anesthesia in a way they can understand. Other patient comments and concerns included confusion regarding dietary restrictions after procedures. In addition to, patients reported a lack of understanding what to expect once they enter the lobby. The goal of improving health education using printed materials will increase patient satisfaction scores within the center. By the end of the 4th quarter of 2018, patient satisfaction scores will show a score equal to or greater than the 50th percentile across the region. Implementation will range from October 2018 to December 2018. Patient surveys will be mailed using the National Research Corporation Health (NRC) surveys at the end of the quarter to determine the success of the project. Results will be available in January 2019. Since implementation of the educational forms, patients immediately responded with gratitude and appreciativeness to the staff. Health education interventions will significantly improve the patient care experience which will alleviate low patient satisfaction scores at the center.

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