EFFICIENT
Staff training videos are only 5 to 6 minutes, allowing for convenient training and repetition (longer versions available for extended learning and coaching)
Patient Experience is a key focus for healthcare organizations across the U.S.
Topics of our Patient Experience/HCAHPS Training Videos Include
RESPONSIVENESS
The measure of responsiveness relates to two specific questions on the HCAHPS survey: those dealing with nursing response to call lights and toileting. This video touches on specific skills and best practices to improve staff responsiveness in these areas. Read more »
COMMUNICATION WITH NURSES
The HCAHPS questions that concern communication with nurses address how staff members listen, how they communicate, and if they do it all with courtesy and respect. Read more »
COMMUNICATION ON MEDICATIONS
Knowing that a majority of post-discharge adverse events are medication related, good patient education and clear staff communication on medications are critical. This video focuses on tactics staff can use to educate patients on their medications, their dosages and side effects. Read more »
DISCHARGE AND TRANSITION OF CARE
A smooth transition of care is always a main goal, but patient safety is at the heart of every discharge. Early and frequent communication is the key to a safe and efficient discharge to the next level of care, and this video focuses on key tactics to ensure that your staff are adequately preparing their patients for discharge. Read more »
PAIN MANAGEMENT
Most patients begin their hospital stay with pain, and effective pain management is essential to maintaining a positive patient experience. This video educates staff members on how to improve their patients’ perceptions of pain management by focusing on communication, responsiveness, compassion and empathy. Read more »
FEATURES
- Three videos for each topic: one 5 to 6-minute video for staff training, a 10 to 15-minute video for extended learning, and one 90-second video for patient education. The 90-second patient education videos set the expectations for their care, while the staff training videos provide tactics and best practices to help them meet and exceed these expectations.
- Content was created with input from nursing educators and patient satisfaction consultants with leading healthcare organizations.
- Written and produced by a highly experienced, award-winning team.
This Bilateral Approach is the key.
When your patients begin their stay by having their expectations set, and then have those expectations met and exceeded by an attentive, compassionate, communicative and responsive team, they will be more likely to answer “always” to the questions on their HCAHPS survey.
This will help create a culture of compassionate service in your organization. A culture of caring.
An Always Culture.
Now that the Centers for Medicare and Medicaid Services (CMS) has tied Value-Based Purchasing reimbursements to the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores, it has also become a financial priority.
Why is training for HCAHPS important?
The results are publicly reported, which can significantly impact a hospital’s reputation as consumers compare performance among neighboring hospitals.
Hospitals stand to lose or gain up to 2% of their Medicare payments in the fiscal year 2017.
The survey is designed to produce results on the patient’s perspective of care, which allows leaders the opportunity for objective feedback on topics relevant to the consumer.
The HCAHPS survey allows patients to rate certain key topics such as communication with doctors, communication with nurses, communication on medication, responsiveness of hospital staff, pain management, discharge and transition of care information, cleanliness of the hospital environment, and quietness of the hospital environment.
When it comes to patient satisfaction, everyone in the hospital has a role to play. Engaging patients in an exceptional experience begins at first contact and includes receptionists, nurses, physicians, food staff, cleaning staff, the CEO and everyone in between.
With a significant percentage of Medicare reimbursement at stake, healthcare leaders are looking for new strategies to enhance the patient experience, improve quality, and boost their HCAHPS scores. Implementing the right method of employee training is essential to success.