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Three Nursing Interventions' Impact on HCAHPS Scores

Kennedy, Bryan MS, RN, NE-BC; Craig, Janet B. DHA, RN; Wetsel, Margaret PhD, RN; Reimels, Elaine PhD, RN; Wright, Jennifer BSN, RN

doi: 10.1097/NCQ.0b013e31828b494c

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.

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6 South Adult Surgical (Mr Kennedy and Ms Wright) and Heart & Vascular Care (Dr Reimels), AnMed Health, Anderson; and School of Nursing, Clemson University, Clemson (Drs Craig and Wetsel), South Carolina.

Correspondence: Bryan Kennedy, MS, RN, NE-BC, 6 South Surgical Unit, AnMed Health, 800 N Fant St, Anderson, SC 29621 (

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The authors declare no conflict of interest.

Accepted for publication: February 4, 2013

Published online before print: March 20, 2013.

© 2013 Wolters Kluwer Health | Lippincott Williams & Wilkins