15 HCAHPS Buzzwords Every Provider Should Know
An acronym developed by The Studer Group, indicating "The Five Fundamentals of Service." It stands for:
- Acknowledge – Acknowledge the patient by name. Make eye contact. Ask: "Is there anything I can do for you?"
- Introduce – Introduce yourself, your skill set, your professional certification, and experience.
- Duration – Give an accurate time expectation for tests, physician arrival, and tray delivery.
- Explanation – Explain step by step what will happen, answer questions, and leave a phone number where you can be reached.
- Thank – Thank the patient for choosing your hospital, and for their communication and cooperation. Thank the family for assistance and being there to support the patient.
A delicate process in which the caregiver attempts to make sure the patient and/or their family members understand what they have been told without insulting them or making them feel inferior. The caregiver should say something like, "I'm not sure I've explained this well, so if you don't mind, please tell me what you think I was trying to say."
The baseline period for determining performance for comparison was July 1, 2009 to March 31, 2010. Hospitals can receive credit for improvement if their scores during the payment determination period, which runs from July 1, 2011 to March 31, 2012 are significantly better.
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