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Related Flashcards
Related Topics
Cards In This Set
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Active Customer Feedback
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Surveys, Comment Cards, Callback Programs
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Passive Customer Feedback
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Letters or Conversations with Patients and Families
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Patient Satisfaction Surveys
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JD PowerPress GaneyAny survey sent directly to the customer to be used for public relations and performance improvement
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AIDET
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Acknowledge, Introduce, Duration, Explanation, and Thanks
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HCAHPS
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Hospital Consumer Assessment of Healthcare Providers and SystemsorA survey of hospital patients that captures perspective on hospital care to provide comparable information on hospital quality
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Why do we use quality improvement programs
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Collect and analyze dataInitiate education or remedial actionEvaluate actions
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TJC and CMS
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Joint Commission and Centers for Medicare and Medicaid ServicesIntentify and report on quality improvement initiatives
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The performance process through which actual performance is measured and compared with goals, and the difference is acted on
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Quality Control
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An approach to the continuous study and improvement of providing healthcare services to meed the needs of individuals and others
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Quality Assurance and Improvement
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The continuous study and adaptation of a healthcare organizations functions and processes to increase the probability of achieving desired outcomes
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Performance Improvement
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KPIs
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(Key Performace Indicators)Define and measure progress toward organizationsl goals.Quantifiable measurements, agreed to beforehand, that reflect the critical success factors of an organization or department.
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KPIs measured in Patient Access include,
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Preregwait timesaccuracyPOSCProductivityUnbilled dollarsPatient and employee satisfactionInsurance Verifications"schedule abandon" rates
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How much of a message is communicated by words?How much by tone?How much by body language?
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7% words38% tone55% body language
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Ways to communicate
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TalkingListeningHearingUnderstandingBody Language and ExpressionAttitude
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Steps of Communication
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EncodingTransmissionDecoding
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