Tool of the month: Scripting tool to improve HCAHPS ratings
Nurse Leader Weekly, September 7, 2009
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The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) hospital survey was launched in 2006 by the Centers for Medicare & Medicaid Services and the Agency for Healthcare Research and Quality to standardize patient satisfaction surveys across the nation.
In addition, some facilities employ the services of a private customer satisfaction survey service. Whether this is Press Ganey, Gallup, or a homegrown satisfaction survey, your "last words" can have a positive effect on how patients or their families complete the survey.
Share this tool with your staff to help them speak to patients using language the patients will be able to recognize when taking the survey.
Also, don't forget you can check out more tools in our Tools Library and evidence-based tools and articles in the Evidence-Based Resource Center on www.StrategiesforNurseManagers.com.
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