Improving Medication Communication Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Score
Date of Award
Final DNP Paper
Doctor of Nursing Practice (DNP) in Family Nurse Practitioner
Dr. Arlinda Wormely
Dr. Martha Richey
Nurses provide education on medication purposes and side effects to hospitalized patients. Patient satisfaction surveys measure this intervention with the Hospital Consumer Assessment of Healthcare Providers and Systems Survey (HCAHPS). HCAHPS determines a portion of hospital reimbursement and star rating. By improving patient satisfaction through effective medication communication, the hospital’s star ratings and reimbursements increase. Various clinical settings utilize the teach-back method to improve patient understanding and participation in their medication education. This quality improvement project aims to improve HCAHPS medication communication-specific scores through scripted, nurse-delivered teach-back interventions. The student DNP educated the staff nurses on an adult medical-surgical unit, a setting for patients with acute medical conditions or recovering from surgery, on the teach-back method and acted as a resource for nurses during the intervention. Using comparative analysis, the DNP student compared the frequency distribution of the pre- and post-intervention survey results and the deidentified HCAHPS patient satisfaction scores from two months before and after implementation. After using the teach-back method, there was an increase in the patient satisfaction survey medication-related HCHAPHS score of 1%. There was a reported 6% increase in nurses’ familiarity, use, comfort level, and perceived sustainability of the teach-back method for patient medication education on an inpatient medical-surgical floor. Teach-back improved the quality of instructions provided to patients about new medication purposes and side effects. There was an improvement in overall patient medication-related satisfaction score, leading to improved comprehension, compliance, and better patient outcomes. Teach-back is the approved, evidence-based method to use when providing new medication patient education. The teach-back method will be reviewed with all new nursing staff members and periodically reinforced by the leadership team. Future consideration involves providing the physicians, nurse practitioners, and physician assistants the same instructions on how and when to use teach-back to improve the patient-centered care provided to all patients and family members in the healthcare facility.
Weldon Munster, Danyel, "Improving Medication Communication Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Score" (2021). Doctor of Nursing Practice Projects. 36.