HCAHPS - answer✔Hospital Consumer Assessment of Healthcare Providers and Systems
-Patient experience survey will determine 30% of value-based incentive payments back to
hospitals to reward quality
8 domains of HCAHPS - answer✔-nurse communication
-physician communication
-cleanliness and quietness
-responsiveness of hospital staff
-pain management
-communication about medication
-discharge information
-overall rating
Service Recovery - answer✔complaint-->assure-->report-->follow up
Aspects of Communication - answer✔-gestures
-facial expressions
-touch
-pace
-degree of formality
Communication skills - answer✔listening: active, effective, display empathy and compassion
assertiveness: clear, specific and direct, repeat until HEARD, be proactive, be respectful
Barries to Listening - answer✔inappropriate language: jargon, acronyms, non-universal
expressions
ALL RIGHTS RESERVED.
non-verbal cues: body language, gestures, facial expressions
verbal cues: tone of voice, volume
What to communicate in Health Care Setting - answer✔-information related to the patient's
disease process
-information related to tests, procedures, and medications
-negative and positive outcomes
-crisis situations
-orders and directions intended to save a patient's life
How to communicate towards people in hospital - answer✔-physicians: direct and straight-
forward
-family: friendly and reassuring
-clinical staff: instructional and directional
-patients: educational, while listening and displaying empathy
AIDET - answer✔-Acknowledge
-Introduction
-Duration
-Explanation
-Thank you
Rate of Musculoskeletal Disorders (MSDs) per 10,000 workers - answer✔-healthcare workers:
249
-proper body mechanics ensures participant safest endplates less stress and strain on the body
ALL RIGHTS RESERVED.
ergonomics - answer✔the science of designing the workplace environments to fit the user
Body Mechanics - answer✔the use of the body to produce motion that is safe, energy
conserving, and efficient, to allow the individual to maintain balance and control
manual lifting - answer✔lifting, transferring, repositioning, and moving patients using body
strength without the use of lifting equipment/aides
mechanical lifting equipment - answer✔equipment used to lift, transfer, reposition, and move
patients, E.g. portable base sliding lifts, stand assist lift
patient handling aids - answer✔equipment used in the lift or transfer process. E.g, gait belts,
stand assists aids
physiology of the spine - answer✔-natural curvature
-keeping back straight allows it to remain in natural position
-when moving patients and lifting heavy objects, one should focus on using the strength in
his/her legs to move the weight
-to lift things safely it is important to use both your arms and legs
most common injuries - answer✔-MSDs are injuries of the soft tissues
-neck, shoulders, back, wrists, hands, fingers, legs
When doing a task ALWAYS - answer✔-assess the task, use the proper equipment and ask for
assistance as necessary
-keep the load close to your body
-keep your nose between your toes
Assess the task - answer✔Identify risk factors:
-patient ability and willingness to cooperate
-bariatric condition
-clinical condition
-catheters
-mobility issues
Keep the load close - answer✔-use the largest and strongest muscles of your arms and legs
-maintain your center of gravity close to the patient/object center of gravity
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