Date of Conferral

11-5-2024

Degree

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

School

Health Services

Advisor

Miriam Ross

Abstract

Patient satisfaction is a crucial measure for hospitals as it significantly impacts service quality, reputation, reimbursement rates, and overall quality assurance. The purpose of this study was to evaluate patient satisfaction before and after the implementation of the AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You) communication tool in a medical-surgical unit of an urban hospital. The study addressed two main research questions: 1) Whether the implementation of AIDET improves overall patient satisfaction with hospital recommendations, and 2) Whether it affects satisfaction with call light response times. The framework was the Theory of Patient-Centered Care, which underscores the critical role of effective communication and patient involvement in healthcare decision-making. Data for this research was sourced from Press Ganey results, comparing pre- and post-implementation scores to determine changes in patient satisfaction levels. The statistical analysis involved detailed comparative methods using chi-square to analyze the variables related to patient satisfaction levels. Results of the analysis showed for RQ 1 no relationship of the AIDET and call light response for patient satisfaction. For RQ 2 (χ2 (1) = 7.506, p = .006) there is a statistically significant outcome to recommend the hospital after implementation of the AIDET. The study's approach is expected to not only promote shared knowledge among healthcare practitioners but also contribute to refining communication strategies, with the goal of enhancing patient satisfaction and care quality in hospital settings, which will contribute to positive social change.

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