Authors

  1. Kennedy, Bryan MS, RN, NE-BC
  2. Craig, Janet B. DHA, RN
  3. Wetsel, Margaret PhD, RN
  4. Reimels, Elaine PhD, RN
  5. Wright, Jennifer BSN, RN

Abstract

Staff on a 28-bed surgical unit in a suburban 461-bed medical center implemented 3 interventions to improve patient satisfaction. This quality improvement study investigated the effects of nurse manager rounding, postdischarge phone follow-up, and improved discharge teaching skills on patients' ratings of their care. HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey scores demonstrated a steady upward trend over 18 months following implementation of the changes.