Survey Said
Round and Round
Interaction
Customer
Studor Path
100
You may be called and asked survey questions after your stay in the hospital.
What is HCAHPS Survey
100
Knowing someone will be in their room every hour helps patients feel less alone and safe.
What is hourly rounding
100
A powerful communication tool that provides a consistent framework for healthcare providers to communicate with patients, families and each other.
What is AIDET
100
"I called the office twice and got Mrs. Pleasant on the phone. Both times she was abrupt and rushed. Last time she hung up on me.
What is Patient/Customer Complaint
100
It's not enough to sometimes do the right thing.
What is always
200
During this hospital stay, how often were your room and bathroom kept clean?
What is hospital environment
200
Round daily to determine if patients are receiving “Excellent Care"
What is Leadership Rounding
200
Smile and greet your patient/customer by name, make eye contact, stop whatever you are doing so your patient/customer knows they are important
What is Acknowledgement
200
I'm sorry to hear you're not enjoying your meal. I'll check your nutrition orders and ask the dietician to visit you. she may be able to suggest some alternatives. shall I make you a cup of hot tea right now?
What is Service Recovery
200
If you execute hourly rounding and validate daily you will see upward progress on your HCAHPS results. Also best of all you will be able to maintain it over time.
What is What is Hardwiring
300
Using any number from 0-10 where 0 is the worst hospital possible and 10 is the best rate hospital.
What is overall rating of hospital
300
Pain assessment, potty, positioning, pump
What is 4P's
300
Give an estimate of the time expectation for the procedure, physician arrival, meal delivery. Explain how long the patient should be expected to wait before getting the results of the test.
What is Duration
300
When we prepare to leave the patient's room we have learned to ask?
What is there anything we can do or get for them because we have the time.
300
A critical part of creating a culture of always
What is Validation
400
During this hospital stay, did you get information in writing about what symptoms or health problems to wat
What is discharge information
400
Decreases falls and pressure ulcers, reduces call lights, more time for nursing staff
What is effective hourly rounding
400
"Good morning Mr. Jones, My name is Mary and I am here to assist you with your bed bath".
What is Introduction
400
Hear the words but also try to feel the emotion the patient is showing, be aware of the non-verbal signs the patient is showing.
What is Actively listening
400
Some leaders worry that validating seems like "checking up" on people as if the implication is that we don't trust them.
What is Barriers of Validation
500
Before giving you any new medicine, how often did hospital staff tell you what the medicine was for?
What is explanation regarding medication and side effects
500
Resistance to change at the unit level, high patient acuity, staff shortages and high staff turn-over rates,
What is Organizational Culture & Barriers to Change
500
Step by step what will happen, in language that patients & family can understand.
What is Explanation
500
Don't walk past a call light that is going off and employees are not to say "That room is not my patient"
What is no-pass zone
500
When used systematically, the alignment creates a synergy that drives consistently excellent care to the patient, no matter where the patient is in the hospital, and no matter which staff the patient is interacting with in the hospital system.
What is Evidence-Base Leadership
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