Changing Our Culture, One Moment at a Time

And the Survey Says…: A Qualitative Exploration of the Perspectives of Nurse Managers Who are Accountable for Patient Experience Measures

By examining nurse manager accountability for patient experience measures, this study seeks a deeper understanding of nurse managers’ perceptions of patient experience measures and how these measures drive organizational communication behaviors. Funded through The Beryl Institute’s Grant Program for scholars, Lisa Huddleston, Ph.D., explores whether hospitals use patient experience scores as intended — to guide