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Service Recovery - ANSWEROccurs when a patient has an issue, you 1. Listen to the patient 2.Assure them that you will relay that message 3. Report issue to Nurse or higher level personale 4. Follow up with patient 5.Then Follow up with the patient later to make sure that their issue was taken care of. Service Standards Phone etiqutte - ANSWER"Never say "I don't know" and never put someone on hold for more than 30 seconds. Service Standards Directions - ANSWER"No Point" policy. Always take someone where they need to be, don't just provide directions Patient Satisfaction HCAHPS - ANSWER1.Nurse Communication 2.Cleanliness and Quietness 3.Pain Management 4.Discharge and Management 5.Physician Communication 6.Responsiveness and Hospital Staff 7.Communications and Medications 8.Overall Rating What is HCAHPS? - ANSWERThe Patient Experience Survey It stands for Hospital Consumer Assessment of Healthcare Providers and Systems Who do we serve? - ANSWEREveryone, External and Internal Patients AIDET - ANSWERAcknowledge Introduce Duration Explanation Thank you KIAHI - ANSWERKnock Introduce Assess Hand Hygiene Identify What are Older Adults are at high risk for? - ANSWERDecreased skin intergrity Aspiration problems Sleep pattern distrubance Risks for falls sensory and perceptual alterations What is HIPAA - ANSWERHealth Insurance Portability & Accountability Act What is PHI? - ANSWERProtected Health Information (All PHI is considered confidential under HIPAA) What are the patient identifiers? - ANSWER1. Patient's Nurse 2.Main Nurses Whiteboard 3.Wrist band 4.Open Ended Questions 5.Patient's Chart What is Mandatory Reporting? - ANSWERThe obligation to report suspicious behavior or events to the correct authorities What constitutes Mandatory Reporting Suspicious Behavior? - ANSWERAbuse of Child, Elderly or Domestic. Harassment either sexual or non-sexual What to do if an incident occurs? - ANSWER1.Report it to the Charge Nurse 2.Page COPE Health Solutions What is Code Gold? - ANSWERThe Joint Commission is on site (TJC) What is Code Grey? - ANSWERCombative or aggressive situation What to do in the case that an injury occurs? - ANSWER1.Tell the Charge Nurse 2.Seek treatment 3.Page COPE Health Solutions