Press Ganey Reports
What is Press Ganey?
Our Survey Vendor
What is the difference between a complaint and a grievance?
Complaint: can be resolved at point of service by any staff member
Grievance: is a quality of care issue, billing issue, or compliance concerns
Who mandates the HCAHPS Survey?
CMS
What does it mean to "give 'em the Pickle"?
Going above and beyond to provide excellent Customer Service
Where can you find your Unit's Press Ganey Scores?
Your PG Reports or Board in Breakroom
Who do you call if there is a grievance over the weekend or after business hours?
House Supervisor
Where can you find your Resource Book?
Breakroom QR Code or your Unit Director
What is the Pickle's name?
Piper
What is a Top Box Score?
It is the percentage of patients who give the "top score", aka 9-10, Always, etc.
What does taking the H.E.A.T.T. stand for?
Hear the person out
Empathize with the person
Apologize for the service failure
Track and Trend the concerns
What does HCAHPS stand for?
Hospital Consumer Assessment of Healthcare Providers and Systems
Who is the Chaplain for your Unit?
Answers may vary.
Sharon Cunnigham
Bernard Birgans
Donnell Harris
What does your Rank mean?
How your Top Box Score compares to other Hospitals in the PG system.
Who is the Patient Advocate?
Joy Dawes
What are the Key Drivers of Patient Experience for your Service Line?
Answers may vary.
What is the 10/5 rule?
Smile at people 10 feet away
Speak to people 5 feet away
What survey question is your Unit performing the best in?
Answers may vary.
(Question with the highest ranking)
What is the software system that tracks complaints and grievances?
RL6
What are the 3 hospital focus items for performance year 2022-2023?
Bedside Shift Report, Care Boards, Handwashing
Name the 5 Universal Relationship Tools.
Smile and Greet others
Ask for and use preferred name
Listen with Empathy and intent to understand
Communicate the positive intent of your actions
Provide opportunities for others to ask questions