Date of Award

Fall 11-28-2021

Document Type

Scholarly Project

Degree Name

Doctor of Nursing Practice (DNP)



First Advisor

Mary Brann, DNP, RN

Second Advisor

Catherine Kleiner, PhD., RN


Practice Problem: Low patient satisfaction has been linked to poor treatment compliance, patients leaving the practice, staff decreased job satisfaction, and high staff turnover (Haskard Zolnierek & DiMatteo, 2009; Prakash, 2010). Magnet reporting has identified wide discrepancies in ambulatory clinics, with some clinics reporting below benchmark patient satisfaction ratings.

PICOT: In pediatric ambulatory and primary care services, how will the implementation of leader-led customer service rounding, compared to current practice, increase family and/or patient satisfaction over 4 weeks?

Evidence: Key findings are that the rounding needs to be population-specific, intentional, and swiftly followed up when problems are identified. The body of evidence suggests that implementing leadership rounding in a setting such as pediatric ambulatory care could benefit the patients served by building trust and communication.

Intervention: Implementation of a leadership rounding survey modified from current hospital rounding tools on patients and families by nursing leaders.

Outcome: While post-data results did not have a statistically significant change from the pre-data results, several identified needs for the clinics were discovered. Clinical significance, in this project, addresses the family-identified needs for change, which will impact future care.

Conclusion: Rounding on families in pediatric ambulatory care is an integral part of the care that can identify patient satisfaction needs and practice differences between clinics, leading to more consistency in patient satisfaction in the future.


Scholarly project submitted to the University of St. Augustine for Health Sciences in partial fulfillment of the requirements for the degree of Doctor of Nursing Practice

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This work is licensed under a Creative Commons Attribution 4.0 License.