Date of Graduation

Summer 8-13-2021

Document Access

Project/Capstone - Global access

Degree Name

Master of Science in Nursing (MSN)


School of Nursing and Health Professions

First Advisor

Susan Mortell DNP, RN, CNL

Second Advisor

Robin Jackson MSN RN OCN CNL


Problem: Patient satisfaction and perception of care provided have been linked to the overall quality of healthcare delivery. The Acute Infection Management clinical support department lacks a standardized method to collect information from patients regarding their satisfaction with care provided therefore impeding the units’ ability to capture performance results related to satisfaction, and improve care delivery processes accordingly.

Context: The Acute Infection Management unit is an outpatient clinical support department located within a large university-affiliated hospital that has been recently designated as the unit to operate the facility’s new outpatient bone marrow transplant program.

Intervention: The proposed project seeks to implement an outpatient unit-based patient satisfaction tool, in the form of a standardized questionnaire to be administered upon the conclusion of a bone marrow transplant (BMT) patient’s last outpatient clinic visit.

Measures: Bone marrow transplant patients surveyed and the percentage of BMT survey respondents are the primary project measurement. The percent of BMT patients who provide a specific patient- reported outcome answer choice for each of the 10 item quantitative survey responses will be utilized to establish a patient satisfaction benchmark metric score for each question category.

Result: Since the development and implementation of the unit-based patient satisfaction tool, a baseline benchmark of unit satisfaction has been captured by utilizing the responses from the first three outpatient bone marrow transplant patients following the conclusion of outpatient treatment.

Conclusion: The use of a unit-designed patient satisfaction survey tool can facilitate the capture of comparable patient satisfaction data used to identify needs specific to a patient population.

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