HCAHPS Medication Questions: Communication on Medications

One in five patients experience an adverse event after leaving the hospital, and 66% of these events are medication related. Medication “non-adherence” is a major health issue in the United States, and research has shown that one of the leading contributors to poor drug adherence is ineffective communication.

For most patients, being in the hospital and taking new medications can cause anxiety and confusion. If they misunderstand instructions or misuse their medication, the consequences can be severe. Which is why using effective communication practices with patients about their medications is critical to patient safety.

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HCAHPS Medication Questions

When building an Always Culture, communication on medications is a key factor. The staff education video will discuss specific skills and best practices to improve staff communication on medications.

Below are the two HCAHPS questions that relate to communicating about medications on the survey.

Before receiving any new medications, how often did hospital staff tell you what the medicine was for?
Before receiving any new medications, how often did hospital staff describe side effects in a way you could understand?

An “always culture” is a safe culture. To ensure patients answer “always” to these questions, it is necessary to consistently educate patients on their medications, and the possible side effects, for every dose…every time.

General Concepts

The key to medication education is repetition. Most individuals need to hear the same information several times for good comprehension and recall. Therefore, it is important to not only educate patients and their families on what medications they are taking, but why they are taking them. For each medication, at every administration, there are four subjects that should be covered: the medication’s name, the dosage, the purpose of the medication, and the possible side effects.

NAME
When telling the patient the name of medication, use the name as ordered to avoid any confusion later.

DOSAGE
Tell the patient the dosage amount that they might hear their providers use or read on their bottle at home.

PURPOSE
When describing the purpose, use a brief, clear explanation of why their doctor is ordering the medication and how it will help.

SIDE EFFECTS
Finally, for the possible side effects, make sure you keep the terminology on their level. Begin by describing the more common side effects, and then the more serious side effects. Let them know that these side effects can be managed to put them at ease, and most importantly, make sure they know to contact you or their nurse if they need the side effects addressed.

Using these four points of conversation with each medication administration educates the patient on what their medications are for and on the possible side effects that can occur. It is also important to take advantage of the practices already being performed, such as frequent rounding and bedside shift reports. During these times, staff can take the opportunity to involve the patient, and their family, in their education on medications.

Frequent instances of education will ensure that the patient, and their family, are educated on their medications. From the administration process of giving the medication name, dosage, purpose, and side effects; to the teach-back method; to rounding and shift reports; to post-discharge phone calls, each tactic is about far more than just improving scores on a survey, or even achieving an “always culture”. These methods are about improving patients’ health and keeping them safe. Nothing is more important than that.

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Patient Education Video Sample

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Approximately 50% of prescriptions filled each year are not taken correctly. Medication non-compliance is a very serious problem in the US, and ineffective communication is one of the top contributing factors. Which is why educating patients on their medication is critical for their safety. Educating patients before they leave the hospital helps increase medical compliance, reduce readmissions, and lessen patient confusion and anxiety.

The patient education video explains in detail how staff members will use frequent education to help ensure patients are well educated on the name of their medication, the dosage, the purpose of the medication, as well as any side effects that they might experience. Educating patients empowers them to engage in their healthcare, reduces anxiety and confusion, and increases medical adherence while setting the tone for a positive patient experience.

References

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