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15 HCAHPS Buzzwords Every Provider Should Know

Cheryl Clark, for HealthLeaders Media, July 11, 2011
4. A.Y.R. At Your Request

This increasingly frequent feature of hospital inpatient dietary service allows patients and their family members or caregivers to select from a variety of menu choices, much like dining in a restaurant. Having a choice of food seems to improve patient experience scores.

5. NPZ or No Pass Zone

In an effort to engage all members of a hospital's workers in the care of any patient, some facilities are labeling hallways and patient rooms with this term to discourage anyone from walking by a lit call button without peeking inside and asking the patient what they might need.

In some hospitals, NPZ status means that even caregivers who don't work on that floor should not hesitate to pick up a piece of trash, move a wheelchair out of the way or perform any other necessary service that obviously needs to be done.

6. Hearts and Minds

A philosophy echoing president Lyndon Johnson's quote about the conflict in Vietnam: "the ultimate victory will depend on the hearts and minds of the people who actually live out there." The phrase calls for healthcare teams to be fully engaged in convincing patients that the providers' mission is to take care of patients in the best way possible. If patients' hearts and minds are convinced they're in good hands, their praise in survey responses will follow. If caregivers' hearts and minds are fully engaged, that is more likely to happen.

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5 comments on "15 HCAHPS Buzzwords Every Provider Should Know"


Abby (7/22/2011 at 6:55 PM)
Hurrah! for the Yack Track concept. In both areas of specialty that I work in (ER and PACU), the noise level can ratchet up quickly and bursts of noise or loud conversations are very disturbing to patients under stress or in pain. I find (to my dismay) that I'm frequently the one shushing co-workers and the ironic part is that I'm hard of hearing! I'd LOVE to see a red light signaling 'too loud' in the center of the nursing station. Less yap, more tap people!

SLP (7/15/2011 at 5:31 AM)
The minimum 300 surveys that will be submitted, I would like to know more about that.

Claude Albertario, RPSGT (7/12/2011 at 4:34 PM)
I am AMAZED that Dr.Bell (First reply) says: " I could most definitely do without the #3. "Yack Track" or "Yap Track." Sleep, the ONLY time the body regenerates itself and you think the patient can do without that? I am totally befuddled by your lack of sensitivity to this most spiritual and required aspect to human life. Really shows me the mountain we in the sleep field have to climb to get respect for the time supposedly devoted to sleep in the healthcare environment. Truly troubling to read that.