We've interviewed a number of HCAHPS experts to get a sense of the lingo they are using as teams gear up to be evaluated. The following is a list of increasingly popular phrases generated by value-based purchasing regulations.
1. Service Recovery Mode
Hospital teams enter this phase of care after something has gone wrong. Call bell wasn't answered? Lab tests came back late? Housekeeping neglected to clean the bathroom?
At some facilities, the recovery effort may mean a visit from the chief nursing officer or even the CEO. At others, it may mean a free coupon for coffee or a magazine at the hospital gift store. For really big hospital mishaps, Service Recovery Mode may involve a significantly greater interventions.
A device that may be placed in parts of the hospital, such as around the nurse's station, a yack track resembles a traffic light and indicates when decibel levels have reached an unacceptable level. It may serve as a warning, especially during noisier periods, such as shift change. Hospitals install these in an effort to score better on one of their most challenging HCAHPS metrics, quietness, so patients can rest or sleep.