Patient Care Experience
Why is AIDET important?
What is to reduce patient anxiety, increase compliance, improve clinical outcomes, and increase patient satisfaction?
What is assertive communication?
What is the healthiest and most effective style, expressing confidence without being aggressive or passive?
What is emotional intelligence?
What is the ability to understand, use, and manage your own emotions in positive ways?
Why does conflict occur?
What is poor communication, low emotional intelligence, stress, and personality differences?
What is a grievance?
What is a formal complaint related to quality of care, abuse, injury, or neglect of patient’s rights?
When do patients receive the HCAHPS survey?
What is 48 hours to 6 weeks post-discharge?
What is passive-aggressive communication?
What is when someone appears passive but acts out anger indirectly?
What are some ways to improve your emotional intelligence?
What are slowing down, holding yourself accountable, practicing calming measures, knowing your values, seeking positivity, and paying attention to non-verbal cues?
What is the first step in mitigating conflict?
What is improving your own self-awareness?
What should you do when a patient wants to file a grievance?
What is activate the chain of command, call the patient advocate office, provide the form, document attempts to resolve, and complete the process within 7 days?
What is the purpose of the HCAHPS survey?
What is to enable meaningful comparisons of hospitals, create incentives for quality improvement, and improve accountability through transparency?
What are the steps to improve communication and avoid miscommunication?
What are using common language, involving all appropriate parties, being clear and concise, ensuring congruence between words and actions, listening, and providing feedback?
How does emotional intelligence help in communication?
What is by relieving stress, communicating effectively, empathizing with others, overcoming challenges, and defusing conflict?
What are the conflict resolution strategies?
What are competing, avoiding, compromising, accommodating, and collaborating?
What types of incidents require filling out an Incident Report (IR)?
What are sentinel events, adverse events, and never events?
What should you not do when interacting with patients?
What is making false promises, showing indifference, and contradicting or arguing with patients?
What is manipulative communication?
What is a style that hides an underlying message, influencing or controlling others to the communicator's advantage?
How can you practice effective communication skills?
What is by listening, asking open-ended questions, clarifying, paraphrasing, using facilitators, assessing non-verbal cues, and maintaining silence?
What is the most effective conflict resolution strategy?
What is collaborating, as it is assertive and cooperative?
What constitutes an adverse drug event (ADE)?
What is injury or harm due to adverse drug reactions, overdoses, dose reductions, discontinuation of drug therapy, or medication errors?
How can you personalize the patient care experience?
What is by addressing patients by name, understanding their preferences, and showing empathy?
What are the four attributes of emotional intelligence?
What are self-management, self-awareness, social awareness, and relationship management?
What is the impact of good manners in patient care?
What is enhancing patient satisfaction and trust, leading to better patient outcomes?
What is the importance of recognizing and understanding conflict in the workplace?
What is the ability to bring swift and just resolution to conflicts, which is crucial for maintaining a productive work environment?
What are unusual occurrences or near misses?
What are serious events that could compromise quality or patient safety, but were caught before causing harm?