HCAHPS Responsiveness
Prompt and appropriate responsiveness to the needs of patients isn’t just about improving patient satisfaction scores or increasing the bottom line; it is critical for providing quality care in a safe environment.
The heart of the issue with the measure of responsiveness is managing the patient’s and family’s expectations while responding effectively and appropriately to their needs. By setting patients’ expectations from the beginning, and providing consistent responsiveness, organizations can meet and even exceed expectations.
When building an Always Culture, it is important to implement the right tactics for improving staff responsiveness and the patient’s perceptions. The staff education video will discuss the following best practices in detail:
REGULAR ROUNDING
When implemented effectively, this basic concept can help reduce the number of patient calls making more efficient use of staff time.
BEDSIDE SHIFT REPORTING
This best practice can help set the expectations for a positive and safe patient experience with toileting.
THE 5-FOOT RULE
Research has shown that when calls are answered in person, patient satisfaction is increased and patients and families perceive that problems are resolved.
NO PASS ZONES
When a patient presses their call button, they are typically not just seeking assistance from nursing, but from any staff member who is available to help. By implementing the no pass zone, patients will get the help they need, when they need it.
Responsiveness tactics for call lights and toileting require every employee to actively engage in regular rounding, bedside reporting, the 5-foot rule, and no pass zones. By implementing these practices, an organization can improve quality and safety, while delivering a superior patient experience.
Download a summary of the Communication on Medications video and the tactics used to address specific HCAHPS survey questions.
Research demonstrates the positive relationship between patient education and outcomes. According to a recent Gallup analysis, patients that received education before surgery revealed positive effects on surgical outcomes, patient satisfaction, and improved quality of life. (6) By educating patients on what they can expect during their stay, hospitals can reduce patient anxiety and manage expectations. The patient education video does just that, by explaining how staff members will respond to their toileting needs and to their call lights. In general, it informs patients on what to expect from staff and sets the tone for a positive patient experience.
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