Improving the Patient Experience: Real-World Strategies for Engaging Nurses

Patients spend more time with nurses during an admission than with any other profession in the hospital. Nurses and their interactions with patients are central to shaping and improving the patient’s experience. Patient experience, as measured by the Hospital Consumer Assessment of Healthcare Provid...

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Bibliographic Details
Published in:The Journal of nursing administration 2014-03, Vol.44 (3), p.142-151
Main Authors: Dempsey, Christina, Reilly, Barbara, Buhlman, Nell
Format: Article
Language:English
Subjects:
Centers for Medicare and Medicaid Services (U.S.)
Clinical Nursing Research
Communication
Health Care Surveys
Hospitalization
Humans
Leadership
Nurse Administrators
Nurse patient relationships
Nursing
Nursing care
Nursing Process
Nursing Staff, Hospital - organization & administration
Nursing Staff, Hospital - standards
Organizational Culture
Patient Protection & Affordable Care Act 2010-US
Patient Protection and Affordable Care Act
Patient Satisfaction
Quality of care
United States
Value-Based Purchasing - organization & administration
Value-Based Purchasing - standards
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Summary:Patients spend more time with nurses during an admission than with any other profession in the hospital. Nurses and their interactions with patients are central to shaping and improving the patient’s experience. Patient experience, as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, drives 30% of value-based purchasing (VBP) scores and incentive payments, as prescribed under the Patient Protection and Affordable Care Act. Hospital performance on the communication with nurses’ domain within HCAHPS predicts performance on several other domains. In addition, nurses at the bedside have significantly lower engagement scores than nurses who are not involved in direct patient care. Considering the relationship between nurse engagement and patient experience and the relationship between patient experience and hospital success under VBP, pursuing strategies and tactics that will foster and sustain nurse engagement is critical for nurse executives.
ISSN:0002-0443
1539-0721
DOI:10.1097/NNA.0000000000000042