As many hospitals across the country are struggling to improve patient perception of care, as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems survey (HCAHPS), those with Clinical Nurse Leaders (CNL) in place are breathing a sigh of relief. Clinical Nurse Leaders focus on the patient experience as well as coordinating care to ensure quality health outcomes. Clinical Nurse Leaders partner with the patient and family to learn what matters most to the individual throughout the healthcare experience. This partnership is a key component in moving from patient satisfaction measurement to patient perception measurement. It is through a coordinated effort that CNL’s can impact the patient’s perception of care and implement process change that focus on the efficient delivery of quality healthcare.
Nancy Hilton, MSN, RN, Chief Nurse Officer; Barbara Edwards, MSN, RN, CNL, Clinical Nurse Leader, Medical Surgical Department; Heather Garrison, MSN, RN, CNL, Clinical Nurse Leader - St. Lucie Medical Center, Port St. Lucie, FL