3-3-3 Word Scramble
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Question | Answer |
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 |
Created by:
zoranrula@yahoo.com
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