Improving patient satisfaction in the medical-surgical setting
Review TypeNone: Degree-based Submission
Repository Posting Date2020-10-05T20:09:43Z
Author(s)Ogundeko, Victoria A.
Author DetailsVictoria. A. Ogundeko, DNP, MSN, RN, CNS, PHN
Lead Author Sigma AffliationNon-member
Lead Author AffliationUniversity of St. Augustine for Health Sciences, St. Augustine, Florida, USA
TypeDNP Capstone Project
Level of EvidenceN/A
Research ApproachTranslational Research/Evidence-based Practice
Practice Problem: Patients’ experiences at hospitals are multidimensional, and their satisfaction with the service is linked to the quality of patient care provided. In evaluating the quality of care of a hospital, the nursing handoff of patients, and the engagement efforts of healthcare staff is an important element of patient satisfaction.
PICOT: In adult medical-surgical patients, does the implementation of nursing bedside handoff reports, compared to the current method of nursing practice desk handoff reports, improve patient satisfaction scores by 10% within two months?
Evidence: After reviewing 103 articles, 12 were relevant to this project, and included observation of an acute care setting and a focus on patient satisfaction.
Intervention: The patients’ satisfaction and experience in the medical-surgical unit were measured by assessing the pretest and posttest evaluations with the Bradley inpatient (I-PAHC) and outpatient (O-PAHC) questionnaire.
Outcome: The results of the paired sample t-test revealed that patients’ satisfaction levels with nurses (t (25) =-4.606, p < .05) and satisfaction levels with physicians (t (25) = -6.024, p < .05), both significantly improved after the intervention. In a regression model examining the relationship between the postintervention measure of nurse satisfaction and the overall hospital rating score, no clinical significance was noted between the two variables (R2 = 0.128, F (1, 24) = 3.538, p > .05).
Conclusion: The project illuminated the need to continue educating nurses bi-annually to sustain the hospital's practice change and improve patient satisfaction. Time for more interprofessional collaboration should be provided for staff to be able to balance their time between bedside care and other tasks to learn evidence-based techniques related to patient satisfaction.
Degree GrantorUniversity of St. Augustine for Health Sciences
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