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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

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 (

The authors declare no conflicts of interest.

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Accepted for publication: March 8, 2018

Published ahead of print: June 8, 2018

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