"Doing the same thing over and over again but expecting different result"
What is the definition of Insanity
100
"It isn't hard to be good from time to time; what's tough is being good every day"
What is the introductory quote from Willie Mays in CG CAHPS handbook
100
The A in HCAHPS
What is assessment
100
Half naked and not afraid at the last SGI
Who was Don Dean?
100
3:1
What is ratio of compliments to criticism (opportunities)
200
This Firestarter Publishing piece of literary genius offers quick directions to specifically help leaders manage those negative attitudes in the workplace!
What is Eat that Cookie!
200
The one thing that is foremost in a patient's mind
What is their WHAT?
200
23 percentile points
What is the percentile points that organizations coached by Studer Group outperform peers in across HCAHPS measures
200
The Man, The Myth, The Legend
Who is Quint Studer?
200
Coach-Support-Coach
What is coaching feedback process
300
3 years
What is the number of years Quint says it usually takes before a coach provides the best results!
300
This should occur at least every 15-30 minutes
What is rounding on patients in the reception room and exam rooms
300
77% vs 57%
What is the reported difference between caregivers' perception of patients' understanding of their diagnosis after being communicated with vs what is actually understood by patients as they report?
300
Has the same birthday as PRC Abby or "Shoveled the most snow this winter"
Who is Shelly Barber
300
90 points
What is the number of points needed to achieve competent level for AIDET
400
"Seek first to understand" was one of this author's key learnings
Who was Steven Covey
400
Service recovery acronym
What is CARE
400
Effective communication with HC providers; Responsiveness; and Empathy
What are factors affecting patients' perception of pain?
400
Is never seen without cowboy boots
Who is Clay Linkous
400
Results in up to 635 billion spent each year nationally in medical treatment and lost productivity
What is pain
500
Reducing anxiety, showing courtesy, and making a commitment
What is AIDET plus the Promise
500
Card or note given to a patient upon arrival
What is Patient Reception Card
500
Medicare spending per beneficiary
What is the CMS measure of efficiency for healthcare