First Advisor

Graham-Dickerson, Phyllis

Second Advisor

Gilbert, Marcia


Rueckert-Hartman College for Health Professions

Degree Name

Doctor of Nursing Practice


Loretto Heights School of Nursing

Document Type

Thesis - Open Access

Number of Pages

92 pages


Abstract Patient satisfaction is a pivotal issue within the healthcare industry. Hospital Consumer Assessment of Healthcare Provider and System (HCAHPS) survey clearly states that patient response to surveys is the indicator for '“quality of care" (Wagner & Bear, 2008, p. 692). A patient may equate quality of care to the manner in which it was delivered; hence when unsatisfied with their care, the patient may translate this into negative feedback on HCAHPS surveys (Lo, Burman, Rodin, & Zimmermann, 2009).

Date of Award

Spring 2012

Location (Creation)

Denver, Colorado

Rights Statement

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