Nursing Quality Indicators
This must always be performed before touching a foley catheter or central line.
What is hand hygiene.
This term refers to showing honesty, accountability, respect, teamwork, and empathy while working as a PCA.
What is professionalism.
This is the hospital's patient satisfaction goal percentage.
What is 90%.
This type of attitude helps customers feel confident that they are in good hands.
What is a positive attitude.
This type of communication includes eye contact, facial expressions, posture, and tone of voice.
What is non-verbal communication?
Common causes of VTE are surgery, immobilization and hospitalization. Name 2 ways that VTE can be prevented.
What is ambulation and the use of TED hose and/or an SCD machine.
These should always be kept clean, neat, and professional because patients associate appearance with trustworthiness and ability.
What are scrubs and shoes.
Before leaving a patient’s room, staff should always ask this important customer service question.
What is “Is there anything else I can do for you?”
Negative thoughts and feelings can cause this, which may lead to mistakes and reduced productivity.
What is stress.
This communication technique involves allowing a person adequate time to respond without interrupting them.
What is active listening?
Name 3 signs of a possible central line infection that should be reported to the patient's nurse.
What are redness, swelling, drainage, or patient complaint of tenderness or pain at the insertion site or general area.
This is what to do if you do not understand an assignment being delegated to you or how to do the skill/task.
What is ask for clarification or ask for help.
Patients are asked whether doctors and nurses treated them with these two behaviors during their hospital stay.
What are courtesy and respect?
If you cannot accommodate a customer’s request yourself, the presentation says you should do this instead.
What is find someone to help.
Questions such as “What questions do you have about your treatment?” are examples of these types of questions.
What are open-ended questions?
Name 3 fall risk interventions that PCAs can take to minimize the risk of patient falls for all patients, regardless of fall risk level.
What is non-skid footwear, patient items within reach, bed in low position with 2 siderails up, bed/chair wheels locked, use of gait belt for transfers & ambulation, call light within reach, regular rounding.
According to professionalism and social media guidelines, PCAs should never post pictures from this place, including the parking lot.
What is the work environment or hospital?
According to the presentation, patients don’t care how much you know — they want to know this instead.
What is how much you care?
According to the presentation, customers should always be viewed as this and never as this.
What is welcome and never a bother?
When giving feedback to a coworker, you should focus on this rather than attacking the individual personally.
What is the work or behavior?
CAUTI and CLABSI refer to these types of infection.
What is catheter associated urinary tract infection and central line associated blood stream infection.
Name 3 changes in patient condition that should be reported to the nurse.
What are change in vital signs, skin breakdown, change in mental status, patient complaints or concerns, medical device related problems
Name 3 things that staff are rated on by patients in the patient satisfaction survey that PCAs can influence.
What is skill, communication, friendliness/courtesy, attitude toward requests, responsiveness to needs & concerns, degree to which staff addressed emotional needs, cleanliness of hospital environment, quietness of hospital environment.
This phrase describes whether someone chooses to see situations optimistically or pessimistically.
What is “glass half-full or half-empty?”
Name 3 characteristics of therapeutic communiation.
What are listening, not interrupting, being respectful, showing empathy, speaking in a way the person can understand, restating or clarifying when needed, offering a silent presence.