Core Concepts of PFCC
Interpretation Services
HCAHPS
Service Recovery
Potpourri
100
Dignity and respect, information sharing, participation, collaboration
What are the core concepts of PFCC?
100
Call ext. 20222
What is how do you access an interpreter?
100
Patient satisfaction survey.
How do we measure the patient experience?
100
Acknowledge Apologize Act to Amend
What are the 3 A's of service recovery?
100
Nurses treated me with courtesy and respect, Nurses listened carefully to me, Nurses explained things in a way I could understand
What are the questions that make up the "nursing" domain on the HCAHPS survey?
200
Patients or family members of patients who provide feedback to improve the patient/family experience.
What are Patient/Family Advisors?
200
These individuals should never be used to interpret medical information for a patient.
What is family member or friend?
200
Adult inpatient patients, MHUP patients
Who is currently eligible for an HCAHPS survey?
200
24 hour service line - 350-8581
What is how do patient/family members notify us of their concerns?
200
True or False: Memorial can bill patients for providing interpretation services.
What is False: Memorial is responsible for providing communication in a patient's preferred language at no charge to the patient.
300
The idea that this means patients and families get to do what they want.
What is a common misconception about Patient and Family Centered Care?
300
Blue interpretation phones located in every unit.
What is a Cyracom phones - used for telephonic interpretation?
300
Emergency Department, Ambulatory Surgery
What is areas currently piloting a CAHPS survey?
300
True or False: CMS and Joint Commission have requirements we must meet in addressing and documenting patient and family complaints/grievances.
What is True: PFCC follows CMS and Joint Commission guidelines to assure we are complaint with addressing and documenting patient/family concerns.
300
Under the "Patient Satisfaction" tab on the intranet.
What is where you can find patient satisfaction scores updated monthly.
400
True or False: Only nursing can affect patient and family centered care.
What is False: Anyone who interacts with patients and families can affect the patient experience.
400
True or False: Caregivers should document use of interpreter in the patient's record.
What is True: Joint Commission requires documentation of interpreter use - whether in person, phone, or video remote interpretation (VRI)?
400
The HCAHPS domain most predictive of patient experience.
What is Nursing Communication?
400
PFCC complaint and grievance log.
Where are complaints/grievances documented?
400
True or False: The biggest opportunity to improve the patient experience is consistency in the level of care provided.
What is True: Consistency assures a great experience for every patient...every time.
500
Two initiatives that have been implemented as a result of our commitment to Patient & Family Centered Care.
What is hourly rounding, bedside shift report, quiet time, nurse leader rounds, open visitation.
500
Hola, como estas?
What is "hello, how are you?"
500
Hospital Consumer Assessment of Healthcare Providers and Systems.
What does the acronym HCAHPS stand for?
500
Many times, patients/families who have concerns just want someone to _________.
What is listen!!!
500
These practices are considered "best practice" to improve nursing communication.
What is: - white boards in patient rooms - bedside shift report - hourly rounding - multidisciplinary rounding
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