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Impacting the Patient's Experience in a Children's Hospital Using a Communication Bundle Strategy

Bumpers, Bernadette, DNP, RN, NEA; Dearmon, Valorie, DNP, RN, NEA-BC; Dycus, Paula, DNP, RN, CPHQ, NEA-BC

doi: 10.1097/NCQ.0000000000000336
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Background: The aim of this quality improvement project was to determine whether a communication bundle would impact parents' ratings of nurse-child communication in relation to (a) how often the nurse listened carefully to the child and (b) how often the nurse explained things in a way easy for the child to understand.

Local Problem: The Child Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores on the unit lagged behind the hospital's 75th percentile external benchmark established by the National Research Corporation.

Methods: A convenience sample of the unit's staff participated in the project.

Interventions: The outcome measure was a comparison of Child HCAHPS scores and percentile ranks for the questions pre- and postimplementation of the communication bundle.

Results: Following implementation of the communication bundle, the unit's patient satisfaction scores for both questions exceeded the 75th-percentile benchmark.

Conclusions: This project enhanced nurse communication at the bedside and the parent's perception of nurse-child communication.

Adult Health Department, College of Nursing, University of South Alabama, Mobile (Drs Bumpers and Dearmon); and Le Bonheur Children Hospital, Memphis, Tennessee (Dr Dycus).

Correspondence: Bernadette Bumpers, DNP, RN, NEA, College of Nursing, University of South Alabama, 5721 USA Dr N, Room 3068, Mobile, AL 36688 (bcbumpers@southalabama.edu).

The authors declare no conflicts of interest.

Supplemental digital content is available for this article. Direct URL citations appear in the printed text and are provided in the HTML and PDF versions of this article on the journal's Web site (www.jncqjournal.com).

Accepted for publication: March 8, 2018

Published ahead of print: June 8, 2018

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