Date of Conferral
11-13-2024
Degree
Doctor of Nursing Practice (DNP)
School
Nursing
Advisor
Stacy Lourie
Abstract
The goal of this staff education project is to improve nurse leaders’ ability to execute service recovery strategies in a hospital setting. The identified practice problem was the lack of structured education for nurse leaders on service recovery, which impacts their effectiveness in managing patient dissatisfaction, potentially leading to compromised patient safety and organizational performance. The practice-focused question was: In nurse leaders, does the implementation of a service recovery education course significantly improve their knowledge on how to perform service recovery? The purpose of the project was to create and implement a structured education course for nurse leaders with 0–5 years of leadership experience and measure its impact on their knowledge on service recovery tactics. To evaluate the educational intervention, I used pre and post surveys to assess changes in participant knowledge and confidence. The data were analyzed and found to have a t value of 3.35, which showed a statistically significant increase in nurse leaders’ knowledge and understanding of service recovery strategies. Furthermore, all participants had varying presurvey results, with an average of score of 61.43%, and all scored 100% on the postsurvey. The project’s products include a service recovery education curriculum with continuous refinement and organization-wide rollout advised for future implementation. Overall, this project possesses immense transformative potential, fostering leadership competency enhancements; better patient satisfaction; and more equitable, inclusive patient care.
Recommended Citation
Conley, Cara, "Staff Education on Service Recovery for New Nurse Leaders" (2024). Walden Dissertations and Doctoral Studies. 16649.
https://scholarworks.waldenu.edu/dissertations/16649
