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Improving patient satisfaction through bedside shift report
Thesis   Open access

Improving patient satisfaction through bedside shift report

Kaitlyn Freed
Master of Science (M.S.), Drexel University
14 Jun 2024
DOI:
https://doi.org/10.17918/00002044
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Abstract

Bedside shift report Patient satisfaction Communication Patient Safety
Effective communication between healthcare providers and providers to patients is crucial in the delivery of quality healthcare. Miscommunication between healthcare providers is one of the largest causes of medical errors, as high as 80% (Jaber et al., 2022) and a large barrier to patient satisfaction. Bedside shift report (BSR) is an evidence-based practice that enables nurses to engage patients and family members during nurse-to-nurse handoff. It also supports and promotes important safety measures during handoff. Competency and compliance to bedside shift report is a challenge many microsystems face. This capstone project seeks to discover the gaps in quality bedside shift report of a specific microsystem to improve patient satisfaction. The study design is a gap analysis of current bedside shift report practice compared to the hospital policy. Data collection for this project is a self-administered survey of performance. A data collection survey tool is created and analysis of the results evaluates what aspects of the BSR policy that nurses are or are not following. The results of this project highlighted several practice gaps in each overarching aspect of BSR: patient engagement, safety measures, and information handoff. Interventions, such as simulation experience and formal annual education, to standardize and hardwire quality BSR are recommended. These strategies lead toward financial, quality, and safety benefits for the microsystem as well as the larger organization.

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