Slide 1

Improving The patient experience Dr. Patrick J. Crocker, MS, DO, FACEP Director of Best Practice Development And your own experience too! Slide 2 The Patient Experience This review contains: Pre-Review Questions with answers and discussionPre-Review Questions with answers and discussion Executive Summary of key learning elementsExecutive Summary of key learning elements Assembled EXAMPLE guidelines for your departmentAssembled EXAMPLE guidelines for your department Risk Management PitfallsRisk Management Pitfalls Additional Educational Resource linksAdditional Educational Resource links Slide 3 Pre-Review Questions Q. 1. HCAHPS is a new CMS tool that will: A. Be just another temporary CMS headache B. Encumber a physicians decision making even further and decrease job satisfaction C. Drive hospital administrators and hospital staff toward improving new quality measures Slide 4 Pre-review questions Q. 2. Human to Human communication is based on the content of spoken words to what percent: A. 90% B. 75% C. 50% D.