Regulatory Guidelines
What document usually communicates the outcome of a formal grievance investigation?
A resolution letter.
Techniques used to reduce tension, manage emotions, and help move a difficult conversation toward resolution.
De-Escalation
What federal agency provides requirements related to hospital grievances?
True or False: An apology always means admitting fault.
False. An apology can acknowledge the patient’s experience.
What does Mohamad want to fight?
A bear
How many days is the common CMS grievance resolution expectation?
30 business days
The ability to recognize and acknowledge another person’s feelings or perspective.
Empathy
What regulation protects patient health information?
HIPAA
What skill is most important when a patient is emotionally escalated?
Active listening
How long has Vi been with Sutter?
40+ years
Before discussing a patient’s care with a family member, what should staff confirm?
Permission and identity verification
The outcome of a concern or grievance, including actions taken, findings, and communication back to the patient.
Resolution
Assault
Abandoned
Manhandled
Neglected
etc..
What does patient-centered care focus on?
The patient’s needs, values, preferences, and goals.
Which co-worker lives in Las Vegas?
Steve
A patient is unhappy but the issue is resolved during the call. Is documentation still needed?
Yes!
The department or role that supports patients, families, and caregivers by listening to concerns, facilitating communication, resolving issues, and improving the overall healthcare experience.
Patient Advocacy
What does CMS stand for?
Centers for Medicare & Medicaid Services
What is the first step when receiving a patient concern?
Listen and acknowledge the concern.
What co-worker has 2 different color eyes?
Arriana
Name the 4 requirements needed in a resolution letter.
The process of responding to a negative patient experience by acknowledging concerns, addressing needs, rebuilding trust, and improving future interactions.
Service Reccovery
What should you avoid saying to an upset patient?
"calm down" and "I understand"
What are the three A’s of service recovery?
Acknowledge, Apologize, Act.
How many reptiles does Rose own?
56