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Impacting the Patient's Experience in a Children's Hospital Using a Communication Bundle Strategy
Bernadette Bumpers1, Valorie Dearmon, Paula Dycus
1Adult Health Department, College of Nursing, University of South Alabama, Mobile (Drs Bumpers and Dearmon); and Le Bonheur Children Hospital, Memphis, Tennessee (Dr Dycus).
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.