Date of Conferral

4-17-2024

Date of Award

4-17-2024

Degree

Doctor of Healthcare Administration (D.H.A.)

School

Management

Advisor

Diana Naser

Abstract

The Centers for Medicare and Medicaid Services (CMS) require all hospitals in the United States to utilize the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) patient satisfaction survey. The survey stands to impact reimbursement received because it scores the operational and clinical outcomes of a health services provider. The purpose of this quantitative correlational study was to determine whether there is a significant difference between the 2019 and 2021 (i.e., before and during the COVID-19 pandemic) performance rates for communication with nurses, the responsiveness of hospital staff, and care transition for hospitals in the state of California. The theoretical framework for the study was the Donabedian model. The patient experience from California hospitals’ archival dataset for the CMS HCAHPS fiscal year 2019 and 2021 was analyzed using paired t-tests. The findings of this study revealed significant associations between pre-COVID and during-COVID performance measures concerning nurse communication (p < .001) and staff responsiveness (p < .001). There was no significant correlation between pre-COVID and during COVID performance measures regarding care transition. The lack of significant association in care transition measures implies potential resilience or stability in care transition despite the challenging circumstances of a pandemic. Conversely, the significant associations in nurse communication and staff responsiveness underscore areas that may necessitate attention and adaptation during crisis. Enhanced nurse communication and responsiveness during crises could not only improve team performance and increase reimbursement but also foster positive social change in the healthcare environment.

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