PRESS GANEY
The process used to fix/address dissatisfied patients and/or families by identifying and fixing problems or making amends.
What is Service Recovery?
This question best measures loyalty to TMC.
What is Likelihood to Recommend?
Questions under the Nurse Communication Domain.
What are Nurse courtesy and respect, Nurse listening and Nurse Explanation?
This is key to improving our patient's experience
What is Communication?
TRUE/FALSE: When patients/families are asked how well the team worked together to care for them - they only consider the clinical care team and treatment.
What is FALSE.
Patients/families also consider processes, standards, and behaviors exhibited by all staff.
This population is eligible to receive an HCAHP survey.
What are Inpatients?
I had a good understanding of the things I was ________ for in managing my health.
What is Responsible?
"I Can't". "That's not my job". "We're short-staffed". "That's not my patient".
What are things not to say?
Press Ganey leads the healthcare industry in supporting healthcare providers transform the patient experience and create continuous, sustainable improvements.
What is TRUE?
The 4 Ps of Purposeful Hourly Rounds.
What is Pain, Potty, Position and Placement?
Staff took my ______ into account in deciding what my health care needs would be when I left.
What is Preferences?
The people responsible for Service Excellence at TMC.
Who is EVERYONE?
Building relationships with our patients so they know we are going to do what we say we are going to do is a way to gain _____
What is Trust?
Positioning yourself and others in a positive light. It aligns your skills and those of your coworker's and other departments to the goals of TMC. Creates a good impression of others.
I clearly understood the _________ for taking each of my medications.
What is Purpose?
HCAHPS is important for these 3 reasons.
What is the voice of the patient, publicly reported, and reimbursement?
The best way to adequately provide effective communications for non-hearing and non-English speaking patients and/or companions.
What is utilizing International and Language Services?
8 Mile(s)
How many miles of hallway are within TMC or What was Eminem's debut film?
The four answer choices patients get when answering the Care Transition questions.
What is Strongly disagree, Disagree, Agree, and Strongly agree?
The HCAHPS survey was developed and is monitored by this federal department.
What is Center for Medicare & Medicaid?