Scholarship & Research
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Item Use of Information Dispensing in the Emergency Department to Improve Patient Satisfaction and Reduce Leave-Without-Treatment Rates: A Quality Improvement Project(Montana State University - Bozeman, College of Nursing, 2024-05) McIntosh, Delaney M.Ineffective communication between healthcare professionals and patients results in decreased patient perceptions regarding the quality of care received and contributes to reduced patient satisfaction, negative patient care outcomes, and decreased compliance with treatment recommendations. A microsystem assessment completed within a rural region trauma transfer facility identified a need for improved communication between clinicians and patients to improve patient satisfaction. Information dispensing is a form of intentional knowledge sharing between healthcare professionals and patients used to proactively engage patients and improve patient satisfaction. Review of the literature identified contributing factors to patients who sought care in the emergency department (ED) and reported low patient satisfaction or left-without-treatment (LWOT) such as inadequate communication, unmet expectations, and negative patient-clinician interactions. The literature supported the use of a patient-information-leaflet (PIL) in the ED as a sustainable and cost-effective method to communicate commonly sought information requested by patients to improve patient satisfaction and reduce LWOT rates.Item Addressing Communication Challenges Related to Nursing Unit Design(Montana State University - Bozeman, College of Nursing, 2024-05) Thorson, Hannah L.When nurses transition from a centralized nursing unit to a decentralized nursing unit, significant workflow changes can occur. A literature review identified four significant themes related to the transition to a decentralized unit. These themes are challenges with collaboration and teamwork, decreased nurse work efficiency, improvement to patient outcomes, and the importance of nurses’ role in departmental design. Additionally, literature related to the efficacy of electronic communication systems for bedside nursing staff was reviewed. The aim of this scholarly project is to propose a quality improvement intervention to increase nurse usage of clinical phones in an intermediate care unit (IMCU) to help with communication challenges caused by the transition to a decentralized nursing unit. By improving communication through use of the phones, nurses will be able to deliver care more efficiently and enhance communication with other members of the multidisciplinary care team. This quality improvement project falls within the scope of the Clinical Nurse Leader, and has the potential to improve job satisfaction for nurses, as well as provide a safer care environment for patients.