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.

1,000,000

FALLS

Each year nearly 1 million people in the United States fall while in the hospital.

For those patients who are injured, they will experience longer hospital stays and accumulate higher costs. These numbers demonstrate the critical significance of prompt responsiveness to patients’ needs.

Most patients arrive at the hospital with their own set of predetermined beliefs and expectations about the care they should receive. Naturally, patients believe these expectations are realistic, regardless of whether or not this is true. This can be a hard standard to live up to, and at times it can seem nearly impossible. Considering that over 30% of patient satisfaction surveys are completed by family members, it is important to ensure that both the patient and the family have positive perceptions of staff responsiveness.

30%

Over 30% of patient satisfaction surveys are completed by family members.

Expectations

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.

Staff Education Video Sample

Watch this short sample of the Always Culture staff education video on HCAHPS Responsiveness

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When building an Always Culture, staff responsiveness to their patients’ needs is a key factor. The staff education video will discuss specific skills and best practices in order to not only improve staff responsiveness but the patients’ perception of their care as well.

In regards to the measure of HCAHPS Responsiveness, there are two specific questions on the HCAHPS survey.

How often did you get assistance getting to the bathroom?
How often did you get help as soon as you wanted when you pressed the call light?

These questions touch on two very specific types of responsiveness: toileting and answering call lights.

TOILETING

When patients are hospitalized, they are typically uncomfortable and in pain. Often, they lack the ability to perform simple tasks on their own, such as using the bathroom or changing positions. Patients that attempt to manage these tasks independently can be at serious risk for a potential fall or injury. Nearly eighty percent of patient falls happen in their rooms, and the majority of these are caused by patients trying to reach to the toilet. This clearly demonstrates the importance of prompt responsiveness to patients’ toileting needs. Preventing patient injuries by responding appropriately to their needs is one of the most fundamental components of providing quality care. The staff education video discusses the necessary tactics for how to effectively address and respond to these needs.

CALL LIGHTS

For a patient in the hospital, their call light is their lifeline. It is their connection to the outside world for information, assistance and care. Prompt responses to patient-initiated calls is essential to their safety and satisfaction. Research has shown that shorter response times to call lights are associated with lower rates of falls and injuries. Additionally, shorter response times lead to higher patient satisfaction ratings.

Tactics & Best Practices

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 PDF Summary

Download a summary of the Communication on Medications video and the tactics used to address specific HCAHPS survey questions.

Patient Education Video Sample

Watch this short sample of the Always Culture patient education video on Responsiveness

Preview the Spanish version.

Want to see more?

See our Patient Education Videos

Setting Patient Expectations

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.

References

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