Date of Graduation
Master of Science in Nursing (MSN)
School of Nursing and Health Professions
Dr. Cathy Coleman
A mid-sized hospital in Alameda County would like to increase its Hospital Consumer Assessment of Healthcare Providers and System (HCAHPS) scores by improving the patient care experience. The specific aim for this project is that by August 2018, the implementation of daily leadership rounding in the ICU will result in an increase of patient satisfaction HCAHPS scores by 5%. The project team used the Plan-Do-Study-Act cycle to guide the implementation of leadership rounding. Leadership rounding was conducted daily over a 10-week period by the project team, which consisted of the floor manager and clinical nurse leader (CNL) student. The project team utilized a leadership rounding script that included introducing themselves, safety checks, information about hospital services, and actively listening to patient and family concerns. Based on the results of this intervention, the hospital rating decreased from 62.3% of patients rating the hospital a 9 or a 10 to 48%. Nurse communication increased from 64.2% to 66.6%. Staff Responsiveness decreased from 57.2% to 55.9%. Communication about pain increased from 60% to 71.4%. Communication about medications increased from 28.3% to 98.3%. The conclusion of utilizing this intervention is that the June HCAHPS metrics, communication about pain and communication about medications, met the project aim statement with an increase of 5% or greater. Hospital rating and staff responsiveness decreased in score leading the project team to recommend further study on leadership rounding.
LaBorde, Stephanie, "Leadership Rounding in the Intensive Care Unit to Improve Satisfaction" (2018). Master's Projects and Capstones. 887.