IMPLEMENTATION OF A DIGITAL FEEDBACK SYSTEM 1 Implementation of a Digital Healthcare Feedback System to Improve Communication and Quality of Outcomes Author Note

IMPLEMENTATION OF A DIGITAL FEEDBACK SYSTEM 2 Abstract The Children’s Memorial Hermann Hospital (CMHH) is a reputable children’s hospital located in Texas. The HCSPA scores of the Children’s Hermann Hospital indicated issues resulting from a lack of effective communication between the medical staff, including both physicians and nurses, and patients and their families. The proposed solution to these issues was the implementation of a digital feedback system to improve communication, thus the quality of care and health outcomes. The rationale behind the proposed solution was the evidence-based research that pointed towards the role of feedback systems in improving communication between healthcare providers and patients leading to improvements in the delivery of health care. The plan for the implementation of the solution involved four steps which later increased to six steps during actual implementation. Despite various successes during the implementation of the project such as the successful training of staff members, there were also problems and barriers such as resistance to change by patients and their families. Nonetheless, the hospital set up a plan to support the project post-implementation and allocated the necessary resources to assist in the maintenance of the feedback system. It remains to be seen if the long-term effects of the digital feedback system at the hospital will be positive.

IMPLEMENTATION OF A DIGITAL FEEDBACK SYSTEM 3 Acknowledgement

IMPLEMENTATION OF A DIGITAL FEEDBACK SYSTEM 4 Table of Contents Abstract ............................................................................................................................................ 2 Acknowledgement ........................................................................................................................... 3 Chapter 1: Introduction .................................................................................................................... 6 Background ...................................................................................................................................... 6 Problem Statement ........................................................................................................................... 6 Practice Change, Quality Improvement, or Innovation ................................................................... 7 Rationale .......................................................................................................................................... 8 Chapter 2: Review of the Literature .............................................................................................. 10 Credible Sources ............................................................................................................................ 10 Best Practices ................................................................................................................................. 10 Evidence Summary ........................................................................................................................ 12 Effectiveness of Patient Feedback in Improving Health Care ....................................................... 12 How to Implement an Effective Patient Feedback System ............................................................ 13 Recommendations .......................................................................................................................... 14 Chapter 3: Implementation ............................................................................................................ 15 Description of Steps ....................................................................................................................... 15 Discussion of Changes ................................................................................................................... 16 Discussion of Barriers and an Explanation of Overcoming them ................................................. 17 Identification of Inter-Professional Relationships and How They Facilitated the Implementation of the Project .................................................................................................................................. 18 Chapter 4: Post-Capstone Project Considerations ......................................................................... 19 Discussion of Successes ................................................................................................................ 19

IMPLEMENTATION OF A DIGITAL FEEDBACK SYSTEM 5 How they will Inform Future Projects ........................................................................................... 19 Aspects that Did Not Go Well ....................................................................................................... 20 How they will Inform Future Projects ........................................................................................... 20 Explanation of How Gap Between Evidence and Current Practice was Bridged ......................... 21 Supporting the Plan ........................................................................................................................ 21 Resources for Post-Implementation ............................................................................................... 22 Chapter 5: Reflection ..................................................................................................................... 23 `Integration of MSN Program Outcomes ...................................................................................... 23 References ...................................................................................................................................... 24 Appendix A: Credible Sources ...................................................................................................... 30 Appendix B: Organization Approval Letter ................................................................................... 65 Appendix C: Preceptor Agreement ................................................................................................ 66