Basic
Communication
Communication
This subtle nonverbal cue can unintentionally communicate disinterest or impatience to a patient.
What is checking your watch or phone during a conversation?
Patients often say this is the #1 thing they want from their care team.
What is clear communication?
Writing the patient's ______ on the whiteboard, can build trust and ensure you're addressing the patient in a way that feels personal and respectful.
What is the patient's preferred name?
This question should be asked by the nurse or provider during Plan of Care Visits or during any time of the day to achieve an obtainable goal that is meaningful to the patient.
What is "What is most important for you today?"
This is the most frequent environmental complaint in patient feedback.
What is noise at night?
This type of question encourages patients to share more information than a simple yes or no question.
What is an open-ended question?
This is a common patient complaint when they don't know what's happening next.
What is lack of updates or unclear expectations?
or
What is lack of understanding of Plan of Care?
Utilizing this section of the whiteboard can help alleviate some of the patient's worries about side effects.
What is "New Medication"?
This HCAHPS data consistently scored above 80% in July and August, showing strong performance.
Communication with Nurses
Communication with Providers
Discharge Information
What is Communication with Nurses?
This is one way nurses can maintain high scores in communication.
What is explaining care clearly and listening actively?
This is the best way to ensure a patient understands discharge instructions.
What is the teach-back method?
This is the best way to respond when a patient expresses a need.
What is acknowledging, acting, and following up?
This percentage of patients (out of 100) think that the whiteboard is the most important item in their hospital room.
40-60%
This HCAHPS dimension had the highest score in July at 86.2% but decreased to 75.8 in September
Communication with Nurses
Communication with Providers
Discharge Information
What is Discharge Information?
This is a common patient complaint when discharge information is unclear.
What is confusion about medications or follow-up care?
This act of respect is done prior to entering a patient's room.
What is knocking before entering?
A patient's family member keeps interrupting during discharge teaching. The patient looks overwhelmed. What should you do?
What is pause the teaching and ask the patient if they'd prefer to continue privately or with support?
My patient has a question about their plan of care overnight but does not need prompting to message the Hospitalist overnight. Where should we place their question for the day Provider to address?
What is the "Questions for my care team" section on the whiteboard?
Diet, Activity, Follow up Instructions, wound care, medication reconciliation, and care coordination needs are the components that nursing should ensure are listed on each one of these?
What is a complete discharge AVS?
Patients often mention this when they feel their needs were ignored.
What is slow response time or lack of follow-through?
This nonverbal cue can help build trust and show empathy during patient interactions.
A patient who is unable to speak write on their dry erase whiteboard "I am scared about surgery." What's the most appropriate nursing response?
What is acknowledge their fear and offer to discuss the procedure or involve the surgical team?
This is often mistaken by patients as caregivers ID badge numbers.
What is our Zebra phone numbers?
Upon interviewing patients about whiteboards, many patients thought the 5 digits # next to our names un "My Care Team" were our ID badge numbers. Explaining what these 5 digits numbers are will decrease confusion and angst amongst our patients.
A patient with limited English proficiency is scheduled for a procedure and nods when you explain it. What should you do next?
What is use an interpreter and confirm their understanding by using teach-back method.
This aspect of the hospital environment is directly linked to patient perception of safety and comfort, and is measured in the HCAHPS survey
What is cleanliness of patient rooms and bathrooms?