tami gilbert - increase your hcahps score
TRANSCRIPT
Increase Your HCAHPS ScoreThrough Better Employee Engagement
• Lower patient satisfaction levels in the hospitals found to be associated with dissatisfied or burned out nurses —a finding that signals problems with quality of care.
Statistics:
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• Improving nurses’ working conditions and satisfaction may improve both nurses’ and patients’ satisfaction as well as the quality of care.
Statistics:
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U.S Hospital HCAHPS Score
• Communication with nurses = 80 • Communication with Doctors =82• Responsiveness of Hospital
Staff = 68• Pain management = 71• Comm. about medicine = 65
Statistics:
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U.S Hospital HCAHPS Score
• Cleanliness of Hospital environment = 74• Quietness of Hospital
Environment = 62• Discharge info = 86• Care Transition = 52• Overall Hospital rating = 71
Statistics:
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Staff Responsiveness - answering call bells and responding to toileting needs
Food Services– quality of food and the courtesy of those who serve it.
Doctor & Nurse Communication - respect, listening skills and communication ability of doctors & nurses, pain & discharge information
Hospital Environment - cleanliness and quietness of the hospital
What Does The HCAHPS Survey Measures?
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The Impact of Worker’s Disengagement = Low HCAHPS Score
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Financial Cost:• Employee turnover• Low customer satisfaction• Low HCAHPS survey score(patient satisfaction survey required by CMS)• Low government
reimburse• Poor reputation • Increase stressed
• Increase sick days• Low morale• Low productivity
• Dissatisfied employ & patient
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• Tami Gilbert, RN, MSN, MBA• Author – Career CPR• Speaker• 9 years as a Bedside Nurse• 3 years as Nurse Manager &
Director of Nursing• 12 years as Case Manager/
Utilization Review• 2 Years of Quality
Improvement
Your Workshop Facilitator
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Employee Engagement Opportunity
Workshops:• Increase Job Satisfaction• Prevent Burnout• Understand your value• Purposeful
Communication• Gift of GAB
Training Provides:• Stress Management• Taking ownership • Becoming team player• Improve
communication skills• Increase own value
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Results
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• Increased Employee Job Satisfaction
• Cohesive team• Employee
Retention
• Increase HCAHPS Score
• Best Patient Experience
• Increase Patient Satisfaction
• Increase in Bottom Line (Profit)
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1• Physicians
• Food Service Staff
• Nursing Staff• Rehab Services Staff• Respiratory Staff• Support Staff
• Hospital Environmental Service Staff
Employees We Train
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+ Workshop Outline
Handout
Book + Handout For Your Employees
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To schedule your employee for the Workshop and Training
Call 847-943-9014 orEmail: [email protected]