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15 HCAHPS Buzzwords Every Provider Should Know

Cheryl Clark, for HealthLeaders Media, July 11, 2011

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.
8. Teachback

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."

9. Judgment Dates

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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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.