Document Type

Dissertation

Degree

Doctor of Nursing Practice

Major

Nursing

Date of Defense

4-29-2020

Graduate Advisor

Laura Kuensting

Co-Advisor

Vanessa Loyd

Committee

Bill Leritz

Abstract

Problem: Patient-centered care improves healthcare. Patient surveys are instruments used to assess the patient’s experience and is essential to providing patient-centered care. The aim of this quality improvement initiative was to assess patient perceptions of care delivered by nurse practitioner (NP) providers in a psychiatric mental health practice.

Methods: An observational, descriptive design with a customized Consumer Assessment of Health Care Providers and Systems (CAHPS) survey administered in an outpatient psychiatric mental health practice for six weeks. A structure, process, outcomes framework was used. The structure of study was care delivered by the NP, the process of interest was communication and the outcomes were the patient’s experience.

Results: A convenience sample of 100 (N = 100) patient surveys were completed. The sample was divided as: NP1 (n=13), NP2 (n=67), and NP3 (n=20). The average Likert scores (1-5) for the questions were: explanations (4.83/5 97%), listening (4.83/5, 97%), information and directions (4.81/5, 96%), respect (4.85/5, 97%), time (4.72/5, 94%), and overall satisfaction (4.75/5, 95%). The average time for the visit was 16-30 minutes. There was no difference in patient experience between the NPs (χ2 = 0.89, dƒ = 2, p = .640).

Implications for Practice: The NP can deliver a quality experience, especially when an office visit is 15-30 minutes. A CAHPS survey for physician providers may be useful when physician and NP providers share a practice. Consideration for patient experiences contributes to patient-centered care and is important to improving the quality of care delivered in a psychiatric mental health practice.

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