Patient Services
A patient is prescribed a pureed, nectar thick liquid diet. How often should we be checking this patient's meal tray through the high risk tray check process?
At each meal period, every day, until the patient is discharged.
What does A.C.T. stand for?
Apologize, Correct, Take Action
Digestible Data, Unit Specific Targets, Patient Sat Action Plan, Right People Right Place, Weekend Strategy, Cross Service Line Collaboration
In order to be compliant with patient rounding, how many rounds per day/per week should be conducted?
4 rounds per day, 20 total per week
What is the official name of our Patient Experience program?
Positive Impressions
Name the three patient identifiers the PDA must confirm when delivering a meal tray.
Name, DOB & last three digits of MRN
Throughout meal service, temperatures should be taken twice. At which two points should this occur?
At the beginning and either at the midpoint or end of service, depending on how long total meal service is.
The Service Recovery program and log can be found under what pillar?
Defining Moments
How does Maggie Moran typically open up the patient sat. calls?
"Hi/Hey guys"
How often are Digestible Data board unit-specific scores updated?
Monthly
How often should an official shadow report be completed on all PDAs?
At minimum, all PDAs must have a shadow completed quarterly.
How often should power plates occur?
Once per week on each priority unit.
How many audit items total are there within the Positive Impressions Audit?
22
Per our new contact, we have KPIs tied to NRC "food quality" and "food server courtesy" performance. What is the modality of the NRC survey?
Paper/mail-home
How is the "food server courtesy" NRC survey question phrased?
"Was the staff who brought your food courteous and respectful?"
Based on the Patient Dining Standard Audit, there are two stay conversations that should be occurring and documented. At which two points in time after hire should these occur?
30 & 90 days
How often should test trays be completed?
Three times per week, once at each meal period (B,L,D)
In the FY '22 Positive Impressions Audit, the Engagement pillar was broken into two sub-categories. What are they?
Employee Engagement & Nursing Engagement.
What entree will replace the chef special which includes turkey? This change is being made due to the turkey shortage.
Lemon rosemary chicken thigh
How are the four response options that a patient can choose from when responding to the NRC survey question regarding food quality.
Yes definitely, yes mostly, yes somewhat, no
As part of the shadow report, there are two additional audits you must conduct in order to properly evaluate PDA performance/compliance. What are these two additional audits?
Trays per minute, tray accuracy
Typically in order to receive credit on the Positive Impressions Audit for patient rounding, ________ % of newly admitted patients on priority units would have to be rounded on, if you have a dedicated PE resource onsite each day. We have since simplified this standard to 4 rounds per day.
90%
Name the four pillars which makeup our Positive Impressions program?
Defining Moments, Engagement, Expertise, Tailored to Fit
When conducting a CompassOne round in Vocera, one of the EVS questions asks if the Housekeeper wiped down/sanitized the surfaces in the room to the patient's satisfaction. Name one high-touch surface in the patient room that this question references.
over-bed table, bedside rails, call button/remote, door handles, light switches, phone
Typically in order to receive credit for the PE E-learning module standard on the Positive Impressions Audit, each manager would be responsible for watching the monthly E-learning modules within 30 days of the module release. How did we simplify this standard in order to be compliant?
Once/month we will review the PE E-learning module on our patient sat. call. This will include an overview of the information included in the module, along with a Q&A/open discussion.