Improving Nursing Communication Outcomes Through the Tell-Us Card

Abstract Nursing communication plays a pivotal role in patient-centered care. However, statistics have shown that failures in communication exist in more than 20% of all hospital settings (Sethi & Rani, 2017). Within the explored microsystem, a gap in patient communication was identified through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys. Reports revealed that the microsystem was performing at 69%, which is 11% below the national average for nursing communication (Centers for Medicare and Medicaid Services [CMS], 2018). After performing a microsystem assessment, there was a measurable communication opportunity between the patients and nurses. It was determined that this area of improvement in communication could be enhanced through the Tell-Us Card (Jangland, Carlsson, Lundgren, & Grunningberg, 2012). Proper communication between patients not only addresses the patient’s communication needs but can also be used as a tool to prevent adverse events as patients have more autonomy and are more knowledgeable about their care. This intervention was introduced to the staff within the microsystem and is currently being implemented. Within a six-month period, it is predicted that HCAHPS survey scores will increase as a result of improved nurse-to-patient communication through the Tell-Us Card. Keywords: communication, HCAHPS, nurse, patient, satisfaction, patient-centered care, Tell-Us Card, communication too