Citizenship Behaviors
Best Practices
HCAHPS Basics
pCare/Connect Bedside
100

Before entering a patient's room, we should always _____

What is knock and/or announce yourself before entering?

100

These individuals can be PX Champions

What is we are all PX Care Champions?

100

The "top box" patient response that would give us maximum credit for the survey question "During this hospital stay, how often did nurses listen carefully to you?"

What is "Always"?

100

This inpatient portal that allows patients to manage and monitor their care via mobile or tablet device

What is Connect Bedside?

200

True or False: Taking out the headphones is an example of NYP Citizenship Behaviors

What is True?

200

Using the patient's name, making eye contact, and engaging the patient in conversation about non-medical topics are part of this best practice

What is Creating Connections?

200

The only domain on the HCAHPS survey that has questions with a yes/no answer

What is discharge information?

200

The interactive television in the patient rooms

What is pCare?

300

Our ID badges should be worn above the ____

What is waist?

300

The triple A service recovery tool

What is Acknowledge, Apologize, Amend?

300

The full name for HCAHPS

What is Hospital Consumer Assessment of Healthcare Providers and Systems?

300

These 107 videos are available in English with Spanish and Simplified Chinese subtitles

What are medication videos?

400

At NYP, it is important we greet every person. We should make eye contact within __ feet and smile and greet each other within __ feet.

What is 10? What is 5?

400

A communication method to address an individual's concerns with important information/explanations while also reassuring them of support 

What is the Heart-Head-Heart?

400

The two needs that the Responsiveness domain asks about where patients answer whether we provided assistance with as soon as they wanted it

What are call button and getting to the bathroom/using a bedpan?

400

True or False: Patients can watch movies on pCare

What is true?

500

As employees, we always want to ask this question at the end of each encounter to close the loop

What is "Is there anything else I can do for you?"?

500

Moments that Matter is a Patient Experience marketing tool that creates an opportunity for employees to connect with patients. What are three areas to create a connection with patients throughout our campus?

What is during the Admission process, Medication Administration (when providing medication) and at Discharge?

500

The two elements that the Communication about Medicines domain ask about when it comes to giving patients new medicines

What are hospital staff telling you what the new medicine is for and hospital staff describing possible side effects in a way you could understand?

500

This section on Connect Bedside allows patients to view upcoming events such as blood draws, scheduled tests, and upcoming medications

What is the Happening Soon section?