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  1. Arcand, Lori L. PhD, MS, RN, NPD-BC
  2. Burkhartzmeyer, Holly L. MAN, RN
  3. Clobes, Jane E. MSN, RN, CHSE
  4. Eversman, Shari L. MS, RN
  5. Kiker, Kelly M. MSN, RN
  6. McCabe, Maura M. MSN, RN, NPD-BC, CPAN
  7. Pfeilsticker, Alicia J. MSN, RN


This article addresses the nursing professional development practitioner's role in the design and management of the evaluation process used for a large-scale educational intervention developed to improve patient satisfaction with the use of empathic communication skills. The scope of this educational activity and the direct alignment with organizational priorities necessitated that a robust and comprehensive evaluation strategy be implemented to demonstrate the connection from the education to performance and, ultimately, organization-level results.