Effective communication between nurses and patients is essential in improving patient outcomes by building trust, enhancing adherence to treatment plans, and increasing patient satisfaction. It also helps prevent medical errors, promotes patient autonomy, fulfills nurses’ legal and ethical obligations to keep patients well informed, and ensures continuity of care across different health care settings.
In the last quarter of 2023, before the intervention, the unit’s HCAHPS top box-composite score on nurse communication was 77.1% on 4 East and 87% on 4 West. To further improve the patient experience, the 4th Floor Care Experience Committee, a nurse-led group under the Unit Practice Council at Kaiser Permanente Sacramento Medical Center, has implemented initiatives to improve RN-to-patient communication by focusing on inconsistent RN-to-patient communication related to explaining the plan of care and progression towards discharge.
The team used the Kamishibai card system to provide a structured and standardized 10-step process for conducting a Nurse Knowledge Exchange (NKE) at the bedside, including an explanation of the care plan and discharge. To reinforce the practice, the NKE Nurse Leader Validation was also implemented as a process observation to ensure that NKE consistently practiced at the bedside.
Post-intervention data indicates a shift and improvement in the nurse communication composite’s satisfaction scores of 78.6% on 4 East and 90.9% on 4 West. Staff feedback also indicates improving practice ownership, confidence in the process, and team dynamics. “We are seeing the positive impact of this initiative on both our patients and our team,” said Vanessa Stammler, BSN, RN, Staff Nurse II, 4th floor Care Experience Committee lead. “Patients feel more informed and connected to their care, and our staff has embraced the importance of clear, consistent communication.”