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Authors

  1. Wei, Holly PhD, RN, NEA-BC
  2. Oehlert, Julie Kennedy DNP, RN
  3. Hofler, Linda PhD, RN, FACHE, NEA-BC
  4. Hill, Kevin N. MBA, CPH

Abstract

OBJECTIVE: The aim of this study was to connect patients' perceptions of nurses' daily care actions with patients' overall ratings of their hospital experience and hospitals' human caring culture.

 

BACKGROUND: The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a national standardized survey measuring patients' hospital experience. Current literature lacks the connections between patients' perceptions of nurses' daily care actions and their overall hospital experience measured by the HCAHPS survey.

 

METHODS: This is a correlational study based on the HCAHPS surveys from patients discharged from a hospital in the United States. Correlations were conducted between patients' perceptions of nurses' daily care actions and overall hospital experience.

 

RESULTS: A total of 3,258 (16.6%) patients returned the HCAHPS survey between January and May 2019. Significant relationships were found among patients' perceptions of nurses' daily care actions, hospitals' caring culture, and overall experience.

 

CONCLUSION: Nurses' daily care actions significantly contribute to favorable patients' overall hospital ratings on HCAHPS.