Hospital Environment

Using your HCAHPS Experience Guide, discover how leaders and staff can set patient expectations, narrate our work, and use patient rounding to gain real time feedback to make adjustments as needed. Grow in your knowledge of patient’s standard of expectations that guide their survey responses. (Video Duration: 6min:58s)

Course Description

A culture of “always” is possible today in healthcare. Every day we go to work with the earnest intent to provide excellent care for our patients and their families.  The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is a tool to achieve our goal. While what is measured on HCAHPS is likely what we would want for our loved ones, and everyone who wears a badge impacts HCAHPS performance, there is usually a disconnect in results. This course goes beyond understanding the data. You will learn how to drive change using skills to impact patient experience culture with practical, real world strategies you can immediately adopt.

The goal of this course and accompanying toolkit is to equip your patient experience improvement efforts to create lasting results. This course is designed to jumpstart leader, staff, physician, and provider with pragmatic learnings to create more consistent experiences always. Each lesson contains action-oriented learning strategies to focus on holistically improving the patient experience, as well as deep dive into specific techniques based on the domains of HCAHPS. The material is designed to provide improvement resources for any size organization who is looking for tips, inspiration, and patient experience competency development.

This course is best for:
  • Leaders
  • Physicians
  • Staff
  • Anyone looking to improve healthcare communication

Course Objectives

By the end of this 15-part course, you will be able to:
  1. Identify strategies to engage staff and physicians in Patient Experience and HCAHPS performance
  2. Provide training and development on key competencies that will improve service and quality
  3. Build Experience Domain specific action plans to influence performance
  4. Engage learners in strategies to build and broaden excellent patient experiences