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HCAHPS Performance Improvement Series™

Swank HealthCare and Custom Learning Systems joined forces to produce this interactive HCAHPS e-learning series. We developed this online series to augment the effectiveness of our service excellence and engagement process.

It’s the perfect “How to” device for learning the behaviors and scripting needed by all staff and physicians. It makes the connection between HCAHPS questions — and personal, patient, and organizational expectations and objectives.

The series is also a powerful aid to maximizing reimbursement from the Centers for Medicare and Medicaid Services through high HCAHPS scores.

An Introduction to HCAHPS (Hospital Consumer assessment of Healthcare Providers and Systems) leads to nine interactive, 12 minute, learning modules covering each of the HCAHPS Domains of care.

The HCAHPS Performance Improvement Series™ is the perfect training solution for your facility:


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.

Pain Management

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.

Discharge Information

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.