job evaluation
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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| 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
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| SERVICE RECOVERY skills | Find ways to turn negative service to positive experience. I am responsible for resolving customer dissatisfaction without assigning blame
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| HCAHPS stands for | Hospital Consumer Assessment of Healthcare Providers & Systems
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| HCAHPS measures | Patient's perception of care based on what patient thought was important for hospital care
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| 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
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| HCAHPS best practices | - attention to patient's PERSONAL NEEDS, - staff's RESPONSE TO CALL LIGHTS, - how patient's PAIN was managed
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| HCAHPS domains | Care from nurses, care from physicians, Cleanliness & quietness of hospital environment, Responsiveness of hospital staff, Pain control, Communication about medications, Discharge information
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To hide a column, click on the column name.
To hide the entire table, click on the "Hide All" button.
You may also shuffle the rows of the table by clicking on the "Shuffle" button.
Or sort by any of the columns using the down arrow next to any column heading.
If you know all the data on any row, you can temporarily remove it by tapping the trash can to the right of the row.
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Created by:
zoranrula@yahoo.com
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