Using Patient Nursing Perceptions of Excellence to Define Policy

Friday, 16 July 2010: 9:10 AM

Betty Riner, MSN
Patient Care Services, St. Joseph/Candler Health System, Savannah, GA
Susan Brooks Howell, MSN, EdD, RN
Patient Care Services, St. Joseph's/Candler, Savannah, GA
Helen M. Taggart, DSN, RN, ACNS-BC
Nursing, Armstrong Atlantic State University, Savannah, GA

Learning Objective 1: compare patient and nures perceptions of indicators of excellence in nursing care.

Learning Objective 2: describe policy revision based on results of patient and nurse perceptions of excellence.

Purpose: The purpose of this presentation is to provide the research
methodology and findings used to promote policy revision in the delivery
of excellent patient care. These findings will be of interest to nurses
at all levels in care delivery settings.

Methods: A qualitative study was conducted on a medical surgical floor in a community hospital. Focus
groups of 16 nurses on this 44 bed floor were surveyed by the academic
partner of the research study to eliminate hesitancy to speak freely.
The clinical nurse specialist of these two units conducted patient
interviews of 15 patients. The data collected from the patients and
the nurses were analyzed using thematic analysis.
Results: The themes identified between the two groups indicated that patients and nurses had
similar perceptions of excellent care. An interesting finding focused on
the patient and nurse identification of who the nurse was. Nursing themes
included barriers to the provision of excellent care. These barriers provide implications for policy revision or development in all
care settings.
Conclusion: Patient satisfaction is a nurse-sensitive indicator of much importance to health care systems. The
literature supports that the level of a patient and nurse satisfaction
with nursing care is influenced by many factors, not just the care
provided by the nurse. As healthcare becomes more transparent, patient
satisfaction data is often used by consumers to choose an acute care
setting and also by administrators to benchmark quality. Based on our
qualitative data outcomes, the facility has incorporated the following policy
changes and additions to increase patient satisfaction: nurse routine
patient rounding to include scripting and communication regarding care.
Additional policies to include interventions to discriminate nursing
from ancillary staff and communication to include any patient