Increase Your HCAHPS ScoreThrough Better Employee Engagement

• Lower patient satisfaction levels in the hospitals found to be associated with dissatisfied or burned out nurses —a finding that signals problems with quality of care.

Statistics:

2Increasing Your Bottom Line Through Employee Retention

• Improving nurses’ working conditions and satisfaction may improve both nurses’ and patients’ satisfaction as well as the quality of care.

Statistics:

3Increasing Your Bottom Line Through Employee Retention

U.S Hospital HCAHPS Score

• Communication with nurses = 80 • Communication with Doctors =82• Responsiveness of Hospital

Staff = 68• Pain management = 71• Comm. about medicine = 65

Statistics:

4Increasing Your Bottom Line Through Employee Retention

U.S Hospital HCAHPS Score

• Cleanliness of Hospital environment = 74• Quietness of Hospital

Environment = 62• Discharge info = 86• Care Transition = 52• Overall Hospital rating = 71

Statistics:

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Staff Responsiveness - answering call bells and responding to toileting needs

Food Services– quality of food and the courtesy of those who serve it.

Doctor & Nurse Communication - respect, listening skills and communication ability of doctors & nurses, pain & discharge information

Hospital Environment - cleanliness and quietness of the hospital

What Does The HCAHPS Survey Measures?

6Increasing Your Bottom Line Through Employee Retention

The Impact of Worker’s Disengagement = Low HCAHPS Score

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Financial Cost:• Employee turnover• Low customer satisfaction• Low HCAHPS survey score(patient satisfaction survey required by CMS)• Low government

reimburse• Poor reputation • Increase stressed

• Increase sick days• Low morale• Low productivity

• Dissatisfied employ & patient

7Increasing Your Bottom Line Through Employee Retention

• Tami Gilbert, RN, MSN, MBA• Author – Career CPR• Speaker• 9 years as a Bedside Nurse• 3 years as Nurse Manager &

Director of Nursing• 12 years as Case Manager/

Utilization Review• 2 Years of Quality

Improvement

Your Workshop Facilitator

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Employee Engagement Opportunity

Workshops:• Increase Job Satisfaction• Prevent Burnout• Understand your value• Purposeful

Communication• Gift of GAB

Training Provides:• Stress Management• Taking ownership • Becoming team player• Improve

communication skills• Increase own value

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Results

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• Increased Employee Job Satisfaction

• Cohesive team• Employee

Retention

• Increase HCAHPS Score

• Best Patient Experience

• Increase Patient Satisfaction

• Increase in Bottom Line (Profit)

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1• Physicians

• Food Service Staff

• Nursing Staff• Rehab Services Staff• Respiratory Staff• Support Staff

• Hospital Environmental Service Staff

Employees We Train

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+ Workshop Outline

Handout

Book + Handout For Your Employees

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To schedule your employee for the Workshop and Training

Call 847-943-9014 orEmail: info@tamigilbert.com