Improving the Patient Experience by Implementing Patient-Centered Care in a Community Hospital

<p>Health care is a complex business currently undergoing extensive reform. These changes require new methods of care deliver and ways in which health care organizations are operating. At the forefront of this change effort is the 2010 Patient Protection and Affordable Care Act, which is transforming health care from a volume-based, fee-for-service process to the delivery of services that have value, improve quality outcomes, increase satisfaction, elicit greater efficiency, demonstrate improved safety outcomes, show cost-effectiveness, promote better access to services, and result in high reliability between providers and organizations. The goal of providing a more positive health care experience is mandated within these reform efforts. There is an increasing amount written about the benefits of improving the patient experience in the inpatient setting, but operational direction is lacking. Additionally, while there is much discussion about the benefits and specific elements of patient-centered care, the benefit of implementing patient-centered care in relation to improving the patient experience is minimal. This 15-month demonstration project was designed and implemented to demonstrate that the implementation of patient-centered care will result in the improved patient experience of care, with results meeting the goal of improving value within the health care reform effort. The implementation of these improvements has resulted in a major culture change within the organization, which will lead to continual process improvements yielding improved quality outcomes, increased safety within the care delivery methods, improved service excellence, greater satisfaction of the patient experience of care, and demonstrate financial benefits resulting in lower costs, better utilization of services, and better access. </p>

Name thesis:degree_name

Doctor of Nursing Practice (DNP)

Level thesis:degree_level

Project

Discipline thesis:degree_discipline

Nursing

Year dc:date.available

2015

Author dc:creator

• Billingsley, Richard A, DNP, MHA, RN

Contributors dc:contributor

• Marjorie Barter, EdD, RN, CNL, CENP
• Brian Budds, JD, MSN, RN
• Mary Lynne Knighten, DNP, RN, PN, NEA-BC

• Patient Experience
• Patient-Centered Care
• Health Care Culture
• Change Leadership
• Value-Based Purchasing
• HCAHPS
• Community Hospitals
• Health Care Reform
• Health and Medical Administration
• Leadership Studies
• Nursing Administration
• Organizational Behavior and Theory
• Organizational Communication

Repository record dc:identifier

https://repository.usfca.edu/dnp/70

OAI identifier oai:identifier

oai:repository.usfca.edu:dnp-1081