ENGAGE
Who should listen, watch, and learn?
Nurses, CNAs, Dietary, Lab, Imaging, Physicians and Advanced Care Practitioners, Housekeeping, Billing, Maintenance, PT/OT, Pharmacy, Volunteers, Transporters and Everyone!
EDUCATE
Timely, Relevant Educational Content
HCAHPS Skills for Everyone
- 39 modules designed for all hospital personnel, whether directly at the bedside or ancillary, and support personnel
- Organized into 6 HCAHPS domains
HCAHPS Nursing Skills
- 57 modules developed expressly for all nurses
- Organized into 7 HCAHPS domains
INSPIRE
Learn How To
- Turn every frontline employee into an empowered caregiver
- Deliver consistent, kindness care to patients and their families everywhere
- Fine-tune interpersonal communication skills to create a relationship centered experience
- Bring calm to patients with anxiety, fear, and related emotional concerns
- Provide a consistent experience that patients will enthusiastically recommend
Module List for HCAHPS
HCAHPS SKILLS FOR EVERYONE
Everyone's Role as a Caregiver
- We're All Caregiver's
- Why Patient Satisfaction is important
- What Gets Measured, Gets Treasured
- HCAHPS and Value Based Purchasing
- Managing Expectations
- DO IT Meetings
- Service Huddles
- Sentence Starters
- Attitude!
Quiet
- Quiet Questions and Why They Matter
- Managing Noise Expectations
- Quiet - Healing Time
- Quiet Sentence Starters
- License to Silence
Cleanliness
- Cleanliness Questions and Why They Matter
- Freedom to Clean
- Cleanliness Sentence Starters
Staff Responsiveness
- SERVE and AIDET - Non-Clinical
- The Six Foot Rule
- Service Recovery
- No Pass Zone
- The "Live It" - Platinum Rule
- Managing Up
Overall
- The Overall Survey Question and Why It Matters
- Courteous Communication
- Respectful Communication
- Mindful Communication
- Empathizing with Difficult Behaviour
- Non-Verbal Communication
- Phone Skills
- Awards and Recognition
- Line Management
- Lean Tools
- Personal Excellence
Willingness to Recommend
- Recommend Survey Questions and
Why They Matter - The Power of Referrals
- The Patient Reality Check
- Inspiring Stories
- Ideas Worth Quoting and Reading
HCAHPS NURSING SKILLS
Communication about Medication
- Medication Education Questions and Why They Matter
- New Medication Education Checklist
- Preceptor Role: Medication Education
- Patient Medication Coaching - a Very "Big Deal"
- Medication Education Teach Back
- Medication Education Sentence Starters
Communication with Nurses
- Communication with Nurses Questions and Why They Matter
- Nurse Team Mission Statement
- Chat Time
- AIDET and SERVE - Clinical
- Bedside Reporting
- Nurse Communication Tools
- Nurse Communication Sentence Starters
- Nurse Communication Key Questions
Discharge Information
- Discharge Questions and Why They Matter
- Avoidable Readmissions
- The Power of the Checklist
- Discharge Starts at Admitting
- Discharge Coaching - Daily
- Discharge Coaching - Day Prior
- Medication Reconciliation
- Discharge Coaching - Going Home Day
- Post Discharge Phone Calls
- Discharge Packet
- Discharge Teach Back
- Discharge Sentence Starters
Pain Care
- Pain Care Questions and Why They Matter
- Pain Is the 5th Vital Sign
- Pain Myths
- Ethics of Pain Management
- Pain Care Mission Statement
- Effective Pain Assessment
- Manage Pain Expectations
- Medicate for Pain Relief
- Alternate Pain-Reduction Strategies
- Post Discharge Pain Management
- Pain Care Tools
- Skilful Pain Care Communication
- Pain Care Sentence Starters
- Pain Care Collaboration
- Pain Care Imperatives
Responsiveness of Staff
- Staff Responsiveness Questions and Why They Matter
- Call Light Response
- Hourly Rounding
- Staff Responsiveness Sentence Starters
Transition of Care
- Care Transitions Questions and Why They Matter
- Personalized Care Plan
- Patient Accountability for Self Management
- Medication Self Mastery
- Care Transition Tools
- Communicate, Collaborate, Coordinate
- Care Transitions Sentence Starters
- Care Transitions Collaboration
- Care Transition Vital Questions
The Hospital Environment
- Quiet Tools, and the Never-ending Job Jar
- Hospital Infections & Commonly Occurring Micro-organisms