Nurse Communication
List the 5 components of A.I.D.E.T?
Acknowledge, Introduce, Duration, Explain, Thank You
Name two activities that help promote a restful, quiet and healing environment.
Dim the lights
Quiet hours
Shut the door
Bundle cares
Enhanced sleep orders
This activity helps ensure patients are looked after and their needs are anticipated and met. It also gives them more chances to ask questions and stay involved in their care.
Refresh
Relieve
Restroom
Reposition
Review
Name the three strategic pillars that make up the foundation for delivering Category of One care.
Safety
Unparallel Experience
Bonus- double points for correct answer:
What is the definition of Top Box Score?
Top Box score is the percentage of patients that gave a 5 (Very Good) out of 5 on the satisfaction survey.
Likert Scale is Very Poor, Poor, Fair, Good, Very Good
Bonus- double points for correct answer
This occurs when an individual feels comfortable expressing an opinion, mentioning problems or correcting errors.
Psychological Safety
This activity brings the health care team to the bedside to discuss the plan of care with the patient and family.
Bedside Team Rounding
List the "5 R's" included in Intentional Rounding.
I
Refresh
Relieve
Restroom
Reposition
Review
ntentional Rounding
Bonus: double points for correct answer:
What is a written, measurable, and time -sensitive statement of the expected results of an improvement project.
An AIM (AIM, IMPROVEMENT, MEASUREMENT)
Leap Frog
CMS Stars
HCAHPS
B and C only
All of the Above
List three behaviors which help improve the performance measures around "Nurses treat with Courtesy and Respect.
Knocking on a patient's door before entering, asking patients what they like to be called (their preferred name), using A.I. D.E. T, including them in conversations, making a personal connection, updating the whiteboard.
Name two benefits of Bedside Team Rounding
Promotes Patient Centered Care
High reliability- same way every time, prevents errors and miscommunication
Fosters delivery of safe and quality care
Improves collaboration and communication within team
What is the Mayo Clinic Mission?
"The needs of the patients come first."
What performance improvement measure provides evidence of improvement?
Outcome Measures
Based on estimates, what percentile rank for each Domain is needed to achieve a 4-star HCAHPS rating?
75th percentile rank
Percentile Rank is how we compare to other institutions
What behaviors show the patient you are actively listening?
Making eye contact, sitting at eye level, asking clarifying questions, giving your full attention to the patient when they are speaking.
(1) Name of medication, (2) Purpose of medication, (3) Duration of the medication, (4) When the medication will take effect, (5) Dosage, and (6) side effects
What are the six critical components of teaching patients about medications?
This is the term used to describe when the process that creates the expectation that everyone responds to patient call lights, regardless of whether it is their patient or not........
"NO PASS ZONE"
Name two process measures (Key Performance Indicators) used to assess improvement efforts?
Observations
Chart Audits
Data Analysis
Staff Feedback
Patient Comments and Feedback
Name three survey areas, referred to as Domains that Nursing Impacts?
Nurse Communication
Discharge Instructions
Cleanliness
Restfulness/Quietness
Information about Medications
Care Coordination
Responsiveness
Name the activity where nurses use their communication skills to ensure the patient, and the ongoing or off-going nurse and the family are all in the loop on the patients care, needs and goals.
Bedside shift report
What two elements are the nurse's role to cover during bedside team rounding that are critical to preventing hospital acquired infections?
Lines
Drains
Timely removal helps prevent hospital acquired infections
When patients have a concern or complaint, what is the appropriate action for staff to take?
Listen
Empathize
Apologize
Do something- (provide the patient experience brochure and encourage patient to call, escalate the situation to site leadership
When implementing a process improvement, it is important to identify and track issues that get in the way of being successful. Fill in the blank.... Identifying ___________ is key to understanding factors that influence success.
Barriers
Fill in the blank. Patient Experience data is used as a ____________________ to drive _________________ _______________.
Compass
Continuous Improvement