Date of Conferral
3-28-2025
Date of Award
March 2025
Degree
Doctor of Healthcare Administration (D.H.A.)
School
Health Services
Advisor
Donna Clews
Abstract
Background: As the focus of healthcare has changed from quantity to quality, hospitals must align their mission, aiming to achieve an exceptional patient experience. Patient experience scores, impacting perceptions and quality outcomes, are also tied to financial incentives, as value-based reimbursement models link hospital payments to patient satisfaction and performance metrics. Purpose: A comprehensive review focused on this topic is necessary to provide actionable insights for hospital systems to improve their Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. Solving this problem is crucial not only for enhancing patient satisfaction, but also for ensuring financial viability, and creating social change through building trust between patients, community, and providers. Method: Conduct an integrative review of literature published between 2019 and 2024. Results: Thematic analysis identified eight key themes: (a) communication; (b) rounding; (c) commit to sit; (d) bedside shift report; (e) quiet; (f) cleanliness; (g) connection; (h) caring behavior. Conclusions: Extensive research confirms that (PFCC) enhances patient satisfaction, but a wide range of initiatives fall under the PFCC umbrella. Gaining a clearer understanding of which patient-family centered care (PFCC) initiatives are most effective at improving patient experience scores is crucial for driving and sustaining progress in HCAHPS performance. Literature reveals themes and subthemes have an interwoven nature that produces a synergistic effect that magnifies patient experience perceptions. Although dependent subthemes of cultural competence, compassion, and trust are essential, when leveraged together, they can create a catalyst in forming relationships between caregivers, patients, and families, enhancing PFCC and improving patient experience.
Recommended Citation
Wood, Lisa R., "Patient-Family-Centered Care Initiatives to Improve Patient Experience in a Healthcare System in North Carolina" (2025). Walden Dissertations and Doctoral Studies. 17525.
https://scholarworks.waldenu.edu/dissertations/17525
