Examining the Relationship Between Patient Safety Culture and Patient Experience in Ambulatory Surgery Center Settings

Abstract

This dissertation in practice examined the relationship between patient safety culture and patient experience using a collective, instrumental case study conducted within 40 ambulatory surgery centers that are part of a large healthcare organization in the United States. The study included analysis of two existing data sets, namely the Agency for Healthcare Research and Quality Ambulatory Surgery Center Survey on Patient Safety Culture and the Outpatient and Ambulatory Surgery Consumer Assessment of Providers and Healthcare Systems surveys. Additionally, an anonymous online survey was administered to formal leaders to gain a deeper understanding of the organizational cultural elements and leadership strategies that promoted, or detracted from, patient safety culture and patient experience. Three evidence-based leadership strategies were put forth as a result of this research. Leaders should frequently employ both active and passive communication strategies to promote an open, transparent environment where necessary information is readily shared. Leaders should ensure structural elements are in place, including appropriate education and training for staff, reasonable staffing levels, and adequate supplies and equipment, to demonstrate that the delivery of high quality, safe, patient-centered care is of utmost importance. Leaders should promote a blame-free environment when errors or near misses occur to enable staff to feel empowered to speak up. Implementation and assessment recommendations are provided, along with opportunities for future research involving patient safety culture and patient experience. Keywords: Leadership, patient safety culture, patient experience, communication