Date of Award

Fall 2019

Degree Type

Dissertation/Thesis

Degree Name

Doctor of Nursing Practice (DNP)

School

Leadership and Advanced Nursing Practice

Committee Chair

Cathy Hughes

Committee Chair School

Leadership and Advanced Nursing Practice

Committee Member 2

Anita Boykins

Abstract

In an effort to increase distribution rate and response rate of the patient satisfaction survey at this ASC, adjustments were made to current processes. These interventions included accentuating the option of a paper or emailed survey, providing pre-operative and post-operative response prompts, as well as adding a cover letter to the existing survey. The purpose of these interventions was to ensure a 100% distribution rate of the survey as well as to increase the response rate by 20%.

Results were obtained by collecting forms to monitor distribution of the survey. The response rate was calculated by the number of responses received out of the number of patients served in that month. These results were compared to corresponding months of the previous year. After a two-month period of data collection, the interventions implemented in this project increased the distribution rate to 100% and increased the response rate by 14%. The increase in distribution rate and response rate was a favorable outcome as it relates to decreasing the chance of non-response bias and collecting a more valid sample of patient satisfaction surveys. Recommendations were made to continue to increase responses. An increased response rate was expected to provide more opportunities for quality improvement and provide a more accurate representation of the care received at this ASC to both the public and to CMS.

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