Patient Experience
As a staff member, where can you share patient experience improvement ideas?
Patient Experience Champions Focus Team Meeting or Form
Who handles the response to and documentation of patient and family complaints and grievances?
Patient Relations
What does a “Top Box” score mean, as related to patient satisfaction measurement?
The "Best Answer" for a survey question.
What does the acronym “PFAC” stand for?
Patient and Family Advisory Council
What two animals are protected under the ADA as service animals?
Dogs and Mini Horses
What is the name of our official patient satisfaction surveying vendor?
Press Ganey
What ideas do you have to improve the patient experience?
What is it called when we can resolve a low-level complaint and bring the patient satisfaction back up, ex. Giving a gas card for a patient that drove from far away when their appointment was cancelled
Service Recovery
Why are HCAHPS survey results important to Upstate Hospital?
Helps us improve patient experience and satisfaction
and
Reimbursement for the hospital from CMS
Where can you go to get clothing for patients who may not have the proper attire come discharge?
Patient Advocacy Office
What document helps providers develop an agreement when a patient's behavior is preventing ideal care?
Behavior Agreement
What does HCAHPS stand for?
Hospital Consumer Assessment of Healthcare Providers and Systems
Give an example of an employee/volunteer you know that exhibits great patient experience and why?
:)
If a patient loses their dentures while in a unit, what can you do?
How many patients receive the Press Ganey survey for their stay?
Around 30% receive a paper copy in the mail. We will also send it to 100% of patients with an email on file.