PATIENTSET #05: HCAHPS VIDEOS FOR NURSES

Course overview

Patient Satisfaction has emerged as one of the most important aspects of medical training in today's healthcare environment. Patients are not only demanding it, they are researching hospital and provider satisfaction ratings to make sure others have had a positive experience prior to seeking medical care themselves. Despite this high public demand and potential hospital revenue loss from poor patient satisfaction scores, we are doing a poor job of training our medical community how to successfully satisfy our patients. It is critical to implement best practices in patient satisfaction in order to prevent lawsuits, improve the satisfaction of both the patient and provider, and obtain the highest HCAHPS scores for CMS payments and patient satisfaction scores. Because some CMS hospital payments are now being tied to HCAHPS scores, hospitals nationwide are focusing on improving their Patient Satisfaction techniques for all of their employees. In this activity, we provide videos of the right way and the wrong way to handle different patient scenarios with a focus on the HCAHPS survey. After completing this activity, practitioners should be able to: realize the importance of Patient Satisfaction strategies to improve HCAHPS scores; demonstrate the 3 stages of Best Practice Patient Satisfaction; apply the 10-Step Patient SET; List to your daily practice.