Capstone Project
Indirect Clinical Project: Quality Improvement
Abstract
Healthcare has become a consumer driven industry with patient satisfaction equating to good customer service. Effective communication has been shown to be a key factor in both patient outcomes and satisfaction. Additionally, patient satisfaction has become a tool used by insurers to evaluate medical facilities and may impact reimbursement to hospitals for patient care. In this paper, I will discuss the issue of ineffective communication in the waiting area of the surgical services department at Mount Carmel East Hospital. The impact of ineffective communication effects patients and members of the perioperative team. Results of patient surveys consistently showed a decrease in overall patient satisfaction with areas of communication scoring the lowest across the continuum. Substandard scores necessitated a further look at the process of communication and a root cause analysis was used to evaluate the scope of the issue. The current communication process was then observed and compared to best practice models. A summary of this data, included in this report, was used to develop possible solutions to improve communication as part of a continuing quality improvement process. The impact of quality improvement is instrumental in overall patient satisfaction and customer service.
Indirect Clinical Project: Quality Improvement
The purpose of the Indirect Clinical Project (ICP) is to provide an opportunity for students working toward a Bachelors of Science in Nursing (BSN) to use critical thinking and problem solving skills to explore an issue related to their professional interest. BSN students were asked to work with Masters of Science in Nursing (MSN) preceptor in a professional role for this project. My ICP is designed to address the issue of ineffective communication in the waiting are of the surgical services department at Mount Carmel East Hospital. I choose
Abstract
Healthcare has become a consumer driven industry with patient satisfaction equating to good customer service. Effective communication has been shown to be a key factor in both patient outcomes and satisfaction. Additionally, patient satisfaction has become a tool used by insurers to evaluate medical facilities and may impact reimbursement to hospitals for patient care. In this paper, I will discuss the issue of ineffective communication in the waiting area of the surgical services department at Mount Carmel East Hospital. The impact of ineffective communication effects patients and members of the perioperative team. Results of patient surveys consistently showed a decrease in overall patient satisfaction with areas of communication scoring the lowest across the continuum. Substandard scores necessitated a further look at the process of communication and a root cause analysis was used to evaluate the scope of the issue. The current communication process was then observed and compared to best practice models. A summary of this data, included in this report, was used to develop possible solutions to improve communication as part of a continuing quality improvement process. The impact of quality improvement is instrumental in overall patient satisfaction and customer service.
Indirect Clinical Project: Quality Improvement
The purpose of the Indirect Clinical Project (ICP) is to provide an opportunity for students working toward a Bachelors of Science in Nursing (BSN) to use critical thinking and problem solving skills to explore an issue related to their professional interest. BSN students were asked to work with Masters of Science in Nursing (MSN) preceptor in a professional role for this project. My ICP is designed to address the issue of ineffective communication in the waiting are of the surgical services department at Mount Carmel East Hospital. I choose
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