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did you know hospitals are required to disseminate patient satisfaction surveys as part of the affordable care act well that was more of a rhetorical question these surveys are designed to produce data about patients perspectives of care that allow objective and meaningful comparisons of hospitals on topics that are important to consumers hospitals can use these survey results to improve quality of care to enhance accountability and increase transparency hospitals can report the survey results publicly the data can be used to assist the hospital but can also be used against the hospital in a negative financial way according to the program the higher the hospital's hcap scores the higher its reimbursement will be and vice versa we have an all-in approach to increase the hospital's hcap scores and improve your internal quality initiatives this means going back to the basics this is not just for the nurse or the provider to solve this is for everyone that has interaction with the patient and families we're going back to the basics number one listen first listening is the key to understanding mirroring their words and matching them to the healthcare words this lets them know that you're listening communicating realistic wait times lab times procedures expectations discharge instructions and patient follow-ups in some hospitals we've even added a poster in the emergency department rooms of the importance of filling out the survey and providing the appropriate contact information to increase the n or numerator and lastly is scripting use words that are in the survey throughout the visit that that clue them in on why you're doing something for an example i'm going to close the curtain to give you some privacy or i'm going to close the door to keep an extra hallway noise out of your room so you can rest number two treat people like you'd like to be treated just be nice these patients are going through a crisis we are here to help them go through it without adding additional stress and anxiety number three asking is there anything else we can do for you this opens the door for the underlying issue or concerns that they want to tell you or they want to resolve but they don't know how to ask or when to ask and number four pre-surveys before they leave gather real-time data this allows you to be more specific to the nurse provider and who is on the shift anyone can conduct these at the bedside prior to leaving in some cases we have been able to solve a big complaint concern by having an administrator come in and talk to the patient before they left remember it's never about the score the score is an indicator of where you are use that number to find the gaps in care and in customer service remember low hcap scores impact the hospital's bottom line in two ways by hindering their reputation among consumers and limiting the amount of funding that...