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34th Euro Nursing & Medicare Summit

Madrid, Spain

Charmion Patton

Charmion Patton

Grand Canyon University, USA

Title: The impact of Nurse Communication on Patient Satisfaction and Organizational Performance HCAHPS Scores in Acute Care Hospitals in Northern California

Biography

Biography: Charmion Patton

Abstract

The purpose of this study was to examine levels of patient satisfaction based on the communication effectiveness of nurses and organizational performance ratings identified from the HCAHPS database of acute care hospitals in Northern California. Three theories supported the foundation of this study, which are King’s Theory of Goal Attainment, Latham and Locke’s expectancy theory, and Bass’s transactional to transformational leadership model. The sample consisted of acute care facilities in the Northern California. The quantitative study followed a correlational design with analysis using a multiple linear regression. The results showed that communications with nurses, communication about medicines, and discharge instructions significantly predict overall hospital rating as measured by HCAHPS scores in acute care hospitals in Northern California F(3,117) = 96.81, p < .001, R2 = .71. The results also showed that communications with nurses, communication about medicines, and discharge instructions, significantly predict willingness to recommend as measured by HCAHPS scores in acute care hospitals in Northern California F(3,117) = 55.59, p < .001, R2 = .58. The data showed 71% variability in overall hospital rating and 58% variability in willingness to recommend the facility. This study provided significant clarity regarding impact of patient satisfaction, organizational performance on willingness to recommend, and overall hospital rating within these facilities in the specified region.