Team 1
Team 2
Team 3
Team 4
Team 5
100
Something you do after knocking on the patient's door.
What is asking and awaiting permission to enter?100
Something that leads to an increase in the amount of time patients perceive you are spending at the bedside.
What is sitting down at the bedside?100
Places others in a positive light by showing trust and confidence in their roles and/or capabilities.
What is "Managing Up"?100
Something done at the end of an encounter to convey availability and continued engagement in a patient's care.
What is encouraging patients to ask questions/have nurse call if questions?100
What can a physician do to instill confidence and trust when taking care of an elderly patient?
What is call or communicate frequently with the family.
200
Using this tool(s) properly allows patients to recall their provider and conveys accountability.
Attending?
Resident?
What is a business card or brochure?
What is write your name and mode of contact on the white board in patients room?
200
Explaining these two items lets patients know what you do and why you are seeing them.
Attending?
Resident?
What is the hospitalist/attending role and connection to PCP?
What is your resident level/responsibility and your relationship to the attending?
200
This method helps you confirm patient understanding.
What is the "Teach-back" method?
200
Something you do when going off-service to aid the development of your patient's trust and confidence in your colleague.
What is Managing-up your colleague/partner?
200
What do you say to a nurse or family member when you are called or paged at 5pm when you are leaving the hospital?
What is I am actually going off service but will make sure that someone is able to quickly help you.
Wrong answer is Rudely saying I'm not working now and you should call someone else!!
300
These are educational items to be presented for discussion each month at team meetings.
What is the AIDET Key Communications monthly focus?
300
Meetings with nursing staff to highlight Sound PX efforts and to provide information about how nursing staff can talk about the hospitalist team productively.
What is "Manage Up education" for nursing staff?
300
This department in your hospital should be aware of and involved in your PX improvement efforts
What is Patient Advocacy/Service Excellence department?
300
An activity intended to offer physician-specific feedback about bedside communication skills.
What is observation and coaching?
300
What do you do when a family or visitor appears to be looking for someone to help them?
What is greet them politely and ask if there is anything you can do to help.
You should not just give them directions but should ideally offer to escort them to their destination.
400
What is considered to be the number 1 complaint from patients and families during their hospital experience?
What is poor communication?
400
When ordering a stress test for a patient please demonstrate what information you would give to the patient and family?
Type of test, potential side effects/risks, and approximate time procedure will take place, amount of time to completion, and timing of results.
400
What is the correct way to deal with a patient who you feel to be a drug seeker?
What is treat the patient with the same respect that you would treat any other patient.
It doesn't mean that you give them exactly what they want.
400
What would you say to a patient or family member who tells you that the ER or nurses are terrible at this hospital?
What is I'm sorry that you have not had a great experience with them. But my experience is that they are very good at this hospital. If its an attending you can offer to listen to their issue and offer to convey to the appropriate supervisors. If you are a resident you should tell your attending and contact a patient advocate.
400
What has been shown to improve patient experience during the discharge process?
What is timely discharge (earlier in the day is ideal) with nurses and physicians present answering all questions and going over a detailed plan with review of medications.
500
What is your percentile rank nationwide compared to your peers if 80% of patients and families who return surveys say that you always communicated well with them?
What is 50th percentile.
500
What are the 3 questions asked to patients and families on the home surveys related to physicians?
What is
how often did doctors treat you with courtesy and respect? (Q5)
how often did doctors listen carefully to you? (Q6)
how often did doctors explain things in a way you could understand? (Q7
500
What are the consequences to hospitals who perform poorly on patient satisfaction?
What is financial penalties by Medicare
What is poor hospital reputation based on Internet data availability around quality measures including patient experience.
500
What is the role of consultants and residents in the patient experience?
What is excellent communication with timely care.
What is Managing up their colleagues.
500
What accountability do attending physicians have in regards to patient experience?
What is financial risk.
Residents will be evaluated on all aspects of quality moving forward nationwide.
This includes patient experience.