Improving hand surgery pain management results using a key phrase and patient feedback: A quality improvement project in a United States ambulatory surgery site

Objective: The objective of this study was to report changes in patient pain satisfaction and quality indicator scoring of post-operative pain using key phrasing, or standardised scripts, as the nursing intervention. Sample/setting: Data was collected from an ambulatory surgery clinic in an American non-profit, 185-bed community hospital which is part of a nationally ranked health system. Method: This study used a before-and-after design in which quality improvement data was collected from the Press Ganey ambulatory surgery surveys completed by patients undergoing hand surgery. Changes in outcomes were measured three months before and during the key phrase intervention. Results: Data indicated a 16.7 per cent increase in patient satisfaction scores with pain management during the key phrasing intervention. Implications: Use of key phrasing in patient education prior to surgical procedures in this American health care setting improved patient satisfaction scores and can translate to improved quality and safety and satisfaction scores and better reimbursement rates for health care organisations.