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Evidence-Based Communication Strategies to Improve Patient Satisfaction: A Quality Improvement Project

Published:September 28, 2022DOI:https://doi.org/10.1016/j.mnl.2022.08.004
      Patient satisfaction scores are among the most challenging measures to improve in the acute-care setting because of human factors’ influence on behaviors. The aim was to implement an evidence-based communication framework to improve staff communication competence and increase patient satisfaction. All staff working on an in-patient unit at a hospital attended face-to-face educational sessions. HCAHPS measured patient satisfaction, and pre-education and posteducation surveys measured staff satisfaction. Postimplementation, statistically significant improvement in HCAHPS occurred in the communication with nurses’ domain top box scores (t [1.89] = p = .02) and rate the hospital 0-10 (t [2.86] = p = .002). Postintervention patient satisfaction survey qualitative data reflected an increase in positive patient comments from 40.9% to 60.7%.
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      Biography

      Irma D'Antonio, DNP, RN, NE-BC, Waynesburg University DNP program and is the Director of Professional Practice and Education AHN Jefferson Hospital, Jefferson Hills, PA. She can be reached at [email protected] . Kimberly Stephens, DNP, RN, Associate Professior of Nursing. Waynesburg University, Waynesburg, PA. Joy Peters, DNP, RN, MSN, MBA, NEA-BC, is the CNO of AHN Jefferson, and Canonsburg Hospitals, Jefferson Hills, PA. Brenda Swanson-Bierman, DNP, MPH, RN, Waynesburg University, Waynesburg, PA. Kimberly Whiteman, DNP, RN, Associate Professor of Nursing, Waynesburg University, Waynesburg, PA.