The Modules are:
Introduction to HCAHPS
Describes HCAHPS history, its mandate — and how the survey works
Communication with Nurses
Identifies factors that impact patient behavior. Outlines needs and perceptions related to communication with caregivers. Describes therapeutic communication. Shows best-practice actions and behaviors to communicate courtesy and respect as perceived by patients.
Communication with Doctors
Describes factors that impact patient behaviors. Reviews their needs and perceptions when communicating with physicians. Identifies patient thoughts, emotions and expectations and how best to communicate with clients. Presents best practice strategies to improve communication.
Clean & Quiet Environment
Identify and apply best practice strategies known to positively influence patient ratings on the Clean and Quiet questions on the HCAHPS survey
Responsiveness of Staff
Describes communication factors that improve patients’ perceptions of timeliness. Illustrates techniques for hourly rounding and the positive impact it has on patient perceptions, clinical outcomes and staff satisfaction. Involves non-clinical staff in responsive behaviors as well.
Study evidence-based practices to improve patients’ perceptions of pain and pain management. Resolve misconceptions about pain and pain relief. Describes four essential steps to better pain assessment and pain control.
Communication about Medications
Apply best practice strategies to provide patient-centered communication about new medications. Learn the benefits of effective communication about new medicines with family members, caregivers at home. Learn how to make sure patients understand your message about new medications.
Gives techniques to make the discharge process easy on the patient. And more efficient for the hospital. Lists elements of a helpful take-home packet. Teaches post-discharge phone call strategies, leads the understanding of how to harvest and use patient feedback from the calls.
Overall Rating and Willingness to Recommend
Identifies and shows how to apply best practices that will influence patients’ positive perceptions of their overall care experience. This expansive module includes action-items for use by all non-clinical personnel, and enlists them in making every patient’s stay a healing one.