HCAHPS 101
Pain Management
Nurse communication and responsiveness
Hospital Environment
Communication about medications
100
What word do we want patients to use on their HCAHPS surveys?
Always
100
This is the pain scale used to best accurately assess an alert//oriented patient's pain level.
What is the 0-10 pain scale?
100
What tools do we use to promote patient communication with our patients?
white boards and hourly rounding
100
This activity has been shown to naturally get staff to talk more softly
What is dimming of the lights
100
A way to teach a patient about new medication
What is print handout from Cerner and walk through medication and side effects with patient and their family?
200

Behaviors showing that you are listening carefully to patient

What is active listening, eye contact, taking notes, restating back to the patient to show that you understand what they are saying?

200
Ways to alleviate pain besides medication
What is repositioning, ice, heat, music, dimming of lights, relaxation channel?
200
This patient satisfaction initiative is an activity where oncoming and off going staff ensure that the patient and their family are all in the loop on the patient's care, goals and needs. This occurs during handoff.
What is bedside shift report?
200
This tactic can help decrease noise, even when close to the nurses station
What is closing of the door?
200
Do this before giving any medications to patients
What is explain any possible side effects?
300
What 4 P words are patient needs that you would anticipate during hourly rounding?
Positioning, Placement, Pain, Potty
300

A way to keep patient informed on their next pain medication

What is the use of whiteboards?

300
This is the process of converting dissatisfied customer into a loyal customer or the action a provider takes in response to service failure.
What is service recovery?
300
The staff that pick up dropped items, notify housekeeping of spills, keep linen and equipment off window ledge, and throw away used cups and food items.
What is everyone?
300
You go here to print patient medication information.
What is the reference?
400

What does HCAHPS stand for?

Hospital Consumer Assessment of Healthcare Providers and Systems

400
This is the required documentation for checking back with a patient within 30-60 minutes of when oral or IV medications after an intervention for pain is given.
What is reassessment of pain?
400
This is one of the two questions for the category Responsiveness that patients are asked during the HCAHPS survey.
What is help to the bathroom and call light duration?
400
This is one of the questions asked on the HCAPS survey regarding the hospital environment.
What is cleanliness and quietness?
400
This method assessed a patient's health literacy and ensures the patient understands the education.
What is the teach back method?
500
What is the intent of the HCAHPS initiative?
What is communication with nurse, communication with doctor, responsiveness of hospital staff, cleanliness of hospital, quietness of hospital, environment, pain management, communication about medicines, communication about discharge, overall rating of hospital and recommendation of hospital to others?
500

These are two necessary components for teaching a patient about a medication

What is the purpose of medication and side effects of medications?

500
Not passing up a visitor in the hallway that needs help, not passing up a call light when it is going off and responding quickly to a patient/visitors request for assistance versus passing it off to someone else.
What is the NO Pass zone?
500
These are the four choices that a patient has to choose from in the HCAHPS survey to rate the hospital.
What is always, usually, sometimes, and never?
500
Example of dialogue when using teach back method as you pass a medication to patient
Nurse states, "I would like you to tell me in your own words what this medication is for so I can tell if I have taught it to you in a way that makes sense to you."
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