Hi, and welcome to my blog! I'm Susan E. Mazer -- a knowledge expert and thought leader on how the environment of care impacts the patient experience. Topics I write about include safety, satisfaction, hospital noise, nursing, care at the bedside, and much more. Subscribe below to get email notices so you won't miss any great content.
January 17, 2014
Note: A busy week and no new post, but enjoy this encore of one of my most popular posts from 2013.
Welcome to the game of “Jeopardy 2,” the HCAHPS version of the most popular quiz game on television! Today, we are going to provide some online clues and you have to guess the appropriate HCAHPS question to match the clue.
For instance, if we say, “45 minutes”, you would ask, “How long was your wait for assistance?” Here is the first clue:
While clearly these clues came from total frustration, lower HCAHPS scores reflect frustration of patients whose experience is far from what they feel they deserve or have a right to expect.
In some ways, backing into the HCAHPS survey from the symptoms may be more revealing than going from the results to action. The symptoms are always obvious: the patient who cannot sleep, the patient who is suffering, the physician or nurse who cannot remember the patient’s name, the bathroom is still wet from the last shower. Somehow, we just know the obvious.
Jeopardy is a great model for HCAHPS. If only the real risks were not laid on patients first.
Download my latest whitepaper on HCAHPS.