Nurse Communication
Best Practices
Responsiveness
Quality Improvement
Patient Experience
100
List the 5 components of A.I.D.E.T?
Acknowledge, Introduce, Duration, Explain, Thank You
100
Name two activities that help promote a restful, quiet and healing environment.
Dim the lights
Quiet hours
Shut the door
Bundle cares
Enhanced sleep orders
100
This activity helps ensure patients are looked after and their needs are anticipated and met. It also gives them more chances to ask questions and stay involved in their care.
Intentional Rounding
100
Name the three strategic pillars that are the foundation for delivering Category of One care.
Quality
Safety
Patient Experience
100
Bonus- double points for correct answer:
What is the definition of Patient Experience Top Box Score?
Top Box score is the percentage of patients that gave a 5 (Very Good) out of 5 on the satisfaction survey.
The Likert Scale responses include Very Poor, Poor, Fair, Good, Very Good
200
Bonus- double points for correct answer
This occurs when an individual feels comfortable expressing an opinion, mentioning problems or correcting errors.
Psychological Safety
200
This activity brings the health care team to the bedside to discuss the plan of care with the patient and family.
Bedside Team Rounding
200
List the "5 R's" included in Intentional Rounding.
Refresh
Relieve
Restroom
Reposition
Review
200
Bonus: double points for correct answer:
What is the term used for a written, measurable, and time -sensitive statement that clearly describes the expected results of an improvement project?
An AIM Statement
200
Patient Experience Scores impact the following external benchmarks, which is the best response?
a. Leap Frog
b. CMS Stars
c. HCAHPS
d. All of the Above
Correct answer is:
d. All of the Above
300
List three behaviors which help improve the performance measures around "Nurses treat with Courtesy and Respect.
Knocking on a patient's door before entering, asking patients what they like to be called (their preferred name), using A.I. D.E. T, including them in conversations, making a personal connection, updating the whiteboard.
300
Name two benefits of Bedside Team Rounding
Promotes Patient Centered Care
Ensures high reliability- following the same process every time, prevents errors and miscommunication
Fosters delivery of safe and quality care
Improves collaboration and communication within team
300
What is the Mayo Clinic primary value?
"The needs of the patient come first."
300
What is the term used to show evidence of performance improvement?
Outcome Measure
300
What estimated percentile rank for each Domain is needed to achieve a 4-star HCAHPS rating?
75th percentile rank
Percentile Rank is how we compare to other institutions
400
Name two behaviors that show the patient you are actively listening?
Making eye contact, sitting at eye level, asking clarifying questions, giving your full attention to the patient when they are speaking.
400
What is an evidenced based method used to describe when a healthcare team member explains information and then asks the patient to repeat it back in their own words?
Teach-back method
400
This is the term used to describe the process that creates the expectation that everyone responds to patient call lights, regardless of whether it is their patient or not........
"NO PASS ZONE"
400
Name two examples of process measures (Key Performance Indicators) used to assess improvement efforts?
Observations
Chart Audits
Data Analysis
Staff Feedback
Patient Comments and Feedback
400
Name three survey areas, referred to as HCAHPS Domains, that nursing care impacts?
Communication with Nurses
Discharge Instructions
Cleanliness
Restfulness of the Hospital Environment
Communication about Medication
Care Coordination
Responsiveness of Hospital Staff
Information about Symptoms
Rating of the Hospital
Likelihood to Recommend
500
Name the activity where nurses use their communication skills to ensure the patient, and the ongoing or off-going nurse and the family are all in the loop on the patients care, needs and goals.
Bedside shift report, Bedside Handoff
500
What two elements are the nurse's role to cover during bedside team rounding that are critical to preventing hospital acquired infections?
Discussing status of Lines and Drains (foley)
Timely removal helps prevent hospital acquired infections
500
When patients have a concern or complaint, list two appropriate actions to take?
Listen
Empathize
Apologize
Do something- (provide the patient experience brochure and encourage patient to call, escalate the situation to site leadership
500
When implementing a process improvement, it is important to identify and track issues that get in the way of being successful. Fill in the blank.... Identifying ___________ is key to understanding factors that influence success.
Barriers
500
Fill in the blank. Patient Experience data is used as a ____________________ to drive _________________ _______________.
Compass or Guide
Continuous Improvement