Date of Award
College of Nursing
Purpose: The purpose of this paper is to describe a quality improvement project to develop and implement a purposeful rounding protocol to improve patient satisfaction and call light rates which affect both patient and nursing staff satisfaction in the emergency department (ED). Importantly, patient satisfaction scores in the ED tend to be low but high scores are related to improved competitive advantage, reimbursement rate, patient outcomes, and nursing staff interruptions.
Methods: A literature review was conducted to determine best practices. Using the lean process and the Plan-Do-Study-Act (PDSA) model, this information was used to identify opportunities for improvement and to develop a purposeful rounding project in collaboration with nursing leadership and staff. Nursing documentation completion rates, “likelihood to recommend (LTR)” patient survey score, patient interviews, and call light data were collected pre- and post-implementation to determine its effectiveness. This data was analyzed using descriptive statistics, including frequencies and percentages.
Results: Although updated LTR scores were not available at time of publication, patient interviews revealed slightly higher satisfaction as expected. Call light rates per patient unexpectedly increased, while EHR documentation was completed less often. This may be related to challenges that affected nursing staff during the concurrent COVID-19 surge.
O'Brien, Kersten, "Implementing Purposeful Rounding as a Quality Improvement Project to Improve Patient Satisfaction in the Emergency Department" (2020). Master's Projects. 22.