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job evaluation

SERVICE RECOVERY behaviors Apologize, Listen actively, Communicate positively, Focus on customer, Show urgency, Ask questions, Show empathy, Allow customer to vent, Remain calm and professional, Obtain agreement on solution, Follow up
SERVICE RECOVERY skills Find ways to turn negative service to positive experience. I am responsible for resolving customer dissatisfaction without assigning blame
HCAHPS stands for Hospital Consumer Assessment of Healthcare Providers & Systems
HCAHPS measures Patient's perception of care based on what patient thought was important for hospital care
CARE FROM NURSES How often did nurses: -Treat you with COURTESY & RESPECT, -LISTEN carefully to you, - EXPLAIN things in way you could understand, - get you HELP as soon as you wanted it
HCAHPS best practices - attention to patient's PERSONAL NEEDS, - staff's RESPONSE TO CALL LIGHTS, - how patient's PAIN was managed
HCAHPS domains Care from nurses, care from physicians, Cleanliness & quietness of hospital environment, Responsiveness of hospital staff, Pain control, Communication about medications, Discharge information