Date of Award

Spring 2020

Project Type


College or School




Program or Major


Degree Name


First Advisor

Patricia Puccilli



Improving the patient experience of hospital care is a priority for nursing leaders. The terms patient satisfaction and patient experience have been used interchangeably to define the patient’s unique perspective on care quality and the impact of patient engagement on health outcomes. Patients and families experience suffering when their expectations are not congruent with their care in the hospital setting, and there are significant cost and financial implications for organizations that do not reach performance thresholds. Communication with nurses is highly correlated to overall patientsatisfaction in the Center for Medicare and Medicaid (CMS) Hospital Consumer Assessment of Providers and Systems (HCAHPS) survey, a key driver for hospital reimbursement. The aim of thisis quality improvement project was designed to improve hospitalized patients’ perceptions of nurse communication, specifically nurses listening, according to the HCAHPS survey. The intervention was the use of the through the use of a modified bedside nursing shift report, the bedside care conference in place of the traditional bedside shift report on a twelve-bed intermediate care unit. The care conference integrated a communication framework and checklist based on the Compassionate Connected Care model. . as measured through the Hospital Consumer Assessment of Providers and Systems (HCAHPS) survey. As part of the Center for Medicare and Medicaid’s Value Based Purchasing Program, the survey is intended to reflectpatient experiences of care within hospitals and is fundamental to the applies a framework for compassionate communication in nursing using a bedside care conference for shift change handoff. The care conference, in combination with team huddles and nurse leader rounding on patients were associated with improvements in HCAHPS scores, specifically nurses listening carefully to patients.