Show:
AIDET
STAFF RESPONSIVENSS
Hospital Environment
Caregiver Skills that Matter
SAFETY BEHAVIORS
100
Managing the patient's expectation of time.
What is Duration?
100
How often patient rounding should occur
What is hourly?
100

Cares. Attitude. Respect. Excellence. Service.

What are Community Hospital's Core Values?

100

A skill used by caregivers to demonstrate respect for patient concerns and acknowledge patient fears.

What is empathy?

100

"For your safety..."

What are key words/phrases to use to demonstrate concern for patient's safety? 

200
Expression of gratitude towards the patient/visitors
What is Thank You?
200

The five P's

What is pain, potty, position, plan, possessions?

200

Patient's perception of cleanliness are a response from these 3 senses.

What are smell, touch and sight?

200

This survey question measures patients' perceptions of the effectiveness of interactions and communications of staff in providing the highest quality care. 

What is "How well staff at the surgery center worked together to care for you". In other words great teamwork!

200

Speaking up about a surgical consent form that says the procedure is on the right knee but the schedule said left knee.

What is Stop the Line?

300
Greeting the patient/visitors to make them feel welcome and comfortable.
What is Acknowledge/Acknowledgement?
300

Apologizing to the patient for a delay or long wait.

What is service recovery?

300

Demonstrate that real caring goes beyond medical intervention by showing concern for the patients is as important as physical care, and communication has a direct impact on the emotional experience in health care.  Connect with the patient as a person, not just a diagnosis. 

What is compassionate care?

300
Question we should ask all patients before leaving the room to ensure needs have been met
What is "Is there anything else I can do for you?"
300

Nurses telling patients about what to do if they experience fever, swelling, heat, drainage or redness.

What is discharge information about signs of post-operative infection? 

400
Telling the patient your name and role when starting your shift
What is introduce?
400

The way we manage the patient's perception of staff responsiveness.

What is AIDET and keeping the patient informed?

400

Staff speaking highly of physicians and other caregivers.

What is managing up? 

400

A skill/process used to ensure frequent checks on patients to assess comfort and patient needs.

What is patient rounding?

400

Patient survey comment: "Very caring, made me feel comfortable and safe. Would highly recommend".

What is a satisfied customer? 

500
Providing information to paint a clear picture of what will be happening. Also helps reduce anxiety.
What is Explanation?
500

Program that states staff within 3 feet of a ringing call light should go into the room and assist the patient, picking up trash in the hallway.

What is No Pass Zone?

500

Patient Survey comment: "This was the very best experience I could have ever had. I appreciate all of you so much."

What is a satisfied customer!

500

Skill that involves what we say, how we say it, how we listen and body language.

What is good communication?

500

Patient survey comment: "Great explanation in terms I could understand".

What is effective communication?