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.
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:
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.