Using the Evidence-Based Practice Service Nursing Bundle to Increase Patient Satisfaction.

Area of Science:

• Healthcare Quality Improvement
• Patient Experience Management
• Emergency Department Operations

Background:

• Patient satisfaction and experience are critical for healthcare quality and can be influenced by evidence-based practices.
• Strategies like AIDET, Hourly Rounding, and Bedside Shift Report are known to positively impact patient perceptions and safety in emergency departments (EDs).

Purpose of the Study:

• To implement a "service nursing bundle" as a quality improvement initiative in an emergency department.
• To enhance patient experiences and increase overall quality-of-care rankings and ratings by at least 5%.

Main Methods:

• A quality improvement project compared patient satisfaction survey ratings before and after staff completed a service nursing bundle training.
• 1,104 observational audits were conducted over 8 weeks to assess staff compliance with the service bundle implementation.

Main Results:

• Staff compliance with the service nursing bundle increased from 65% to 100% over the 8-week period.
• The percentage of patients rating overall quality of care as 'excellent' rose from 50% to 60%, improving the ED's ranking from the 42.5th to the 85.5th percentile.
• Patients in the post-implementation group were 1.5 times more likely to rate all survey questions as 'excellent' (P = 0.004).

Conclusions:

• The service nursing bundle implementation resulted in an 11.8% increase in patients rating their overall care as excellent.
• This led to a 40% increase in overall quality of care, elevating the ED's ranking to the 85th percentile.