Other Titles
Beyond Service Recovery: Integrating Guest Relations and Patient Experience to Transform Nursing Education [Title Slide]
Abstract
Patient experience is a cornerstone of healthcare quality, influencing outcomes, reputation, and reimbursement. Despite its importance, many organizations struggle to integrate patient experience strategies into nursing education and leadership development. This project addressed that gap by leveraging Guest Relations (GR) and Patient Experience (PEX) initiatives to strengthen nursing competencies and leadership skills within a large health system.
Background: Research links patient experience to safety, quality, and financial performance. Communication, empathy, and service recovery are essential skills for nurses and leaders. The National League for Nursing (NLN) emphasizes leadership and quality improvement as core competencies, yet few studies explore integrating GR strategies into nursing education—creating an opportunity for innovation.
Methods: A dual-team approach was implemented, Guest Relations team and Patient Experience team.
Educational interventions included LEAD service recovery training, skills labs for compassionate communication, and positive language modules. Implementation involved structured training, integration of rounding documentation into Huron, and continuous data collection on satisfaction, complaints, and staff performance.
Results: Outcomes included improved patient satisfaction scores (Press Ganey and NRC), fewer grievances, and greater staff confidence in communication and service recovery. Dashboards showed sustained improvement over six months, demonstrating the effectiveness of combining GR and PEX strategies with technology-driven feedback to foster patient-centered care.
Conclusions: Integrating GR and PEX strategies into nursing education and leadership programs can transform organizational culture and improve outcomes. Embedding these competencies into curricula prepares nurses for complex environments and supports leadership growth. Future research should explore scalability and long-term impact on safety and quality.
Notes
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Sigma Membership
Alpha Gamma Gamma
Type
Presentation
Format Type
Text-based Document
Study Design/Type
Other
Research Approach
Other
Keywords:
Transition to Practice or Onboarding, Mentoring and Coaching, Acute Care, Nursing Education, Patient Experience
Recommended Citation
Harrow, Andrea, "Transforming Nursing Education Through PEX" (2026). International Nursing Research Congress (INRC). 302.
https://www.sigmarepository.org/inrc/2026/presentations_2026/302
Conference Name
37th International Nursing Research Congress
Conference Host
Sigma Theta Tau International
Conference Location
Toronto, Ontario, Canada
Conference Year
2026
Rights Holder
All rights reserved by the author(s) and/or publisher(s) listed in this item record unless relinquished in whole or part by a rights notation or a Creative Commons License present in this item record. All permission requests should be directed accordingly and not to the Sigma Repository. All submitting authors or publishers have affirmed that when using material in their work where they do not own copyright, they have obtained permission of the copyright holder prior to submission and the rights holder has been acknowledged as necessary.
Review Type
Abstract Review Only: Reviewed by Event Host
Acquisition
Proxy-submission
Date of Issue
2026-09-25
Transforming Nursing Education Through PEX
Toronto, Ontario, Canada
Patient experience is a cornerstone of healthcare quality, influencing outcomes, reputation, and reimbursement. Despite its importance, many organizations struggle to integrate patient experience strategies into nursing education and leadership development. This project addressed that gap by leveraging Guest Relations (GR) and Patient Experience (PEX) initiatives to strengthen nursing competencies and leadership skills within a large health system.
Background: Research links patient experience to safety, quality, and financial performance. Communication, empathy, and service recovery are essential skills for nurses and leaders. The National League for Nursing (NLN) emphasizes leadership and quality improvement as core competencies, yet few studies explore integrating GR strategies into nursing education—creating an opportunity for innovation.
Methods: A dual-team approach was implemented, Guest Relations team and Patient Experience team.
Educational interventions included LEAD service recovery training, skills labs for compassionate communication, and positive language modules. Implementation involved structured training, integration of rounding documentation into Huron, and continuous data collection on satisfaction, complaints, and staff performance.
Results: Outcomes included improved patient satisfaction scores (Press Ganey and NRC), fewer grievances, and greater staff confidence in communication and service recovery. Dashboards showed sustained improvement over six months, demonstrating the effectiveness of combining GR and PEX strategies with technology-driven feedback to foster patient-centered care.
Conclusions: Integrating GR and PEX strategies into nursing education and leadership programs can transform organizational culture and improve outcomes. Embedding these competencies into curricula prepares nurses for complex environments and supports leadership growth. Future research should explore scalability and long-term impact on safety and quality.
Description
This project integrated Guest Relations and Patient Experience strategies to enhance nursing education and leadership. Interventions included proactive rounding, service recovery training, and skills labs supported by real-time analytics. Outcomes showed improved patient satisfaction, fewer grievances, and greater staff competency, reinforcing patient-centered care.