Date of Graduation

Winter 12-13-2019

Document Access

Project/Capstone - Global access

Degree Name

Master of Science in Nursing (MSN)


School of Nursing and Health Professions

First Advisor

Mary Lou De Natale

Second Advisor

Jeremy Yves Vergara


The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey given to patients after discharge from an inpatient unit is a validate tool used to determine the level of patient experience. Organizations across the country, including the Northern California Academic Medical Center, have implemented many initiatives aimed at improving these scores. HCAHPS scores for the hematology/oncology unit at this medical center remain low even after previous education efforts. The aim of this quality improvement project was to improve the patient experience, as evidenced by HCAHPS scores, with the implementation of an HCAHPS teaching program for nursing staff, focusing on understanding what HCAHPS are, how patients absorb information, and key phrases and practices that can positively affect patient perceptions. Over a three-week period, staff received education on HCAHPS, top box scores, and communication intervention and tools that can be used for each of the three domains being focused on by the organization, care transitions, education about medication, and staff responsiveness. HCAHPS scores and the rate staff integrated interventions into their practice were the main measurement modalities. Knowledge of HCAHPS and attitude towards importance improved among staff, unfortunately HCAHPS scores for staff responsiveness, the domain requiring the most improvement, did not meet the benchmark but did improve by 13 points (49% to 62%). This HCAHPS teaching program has potential to improve HCAHPS scores significantly, however due to the project lead having an unforeseen absence education was not reinforced as planned.