Simple Question for Higher HCAHPS Scores

by Susan Keane Baker

It’s frustrating when patients report that they experienced something “never” or even “usually” when you’ve spent time and resources to achieve “always.”

The patient: “I’m sorry, but NO ONE ever mentioned anything about side effects of the medications they ordered.”

The chart: “Patient was advised of the purpose and side effects of (medication) and gave consent.”

The reality: A lot of information is being given to patients by various members of your team. Later, patients may not remember information that was given, even when they were asked “What questions do you have about this?”

Here’s the simple question that respectfully assesses understanding and enhances a patient’s ability to recall your discussion later:

 

“What will you tell your family about _______________?”

 

You can use this question to promote patient safety too. Example:  “What will you tell your wife about what you need to do when getting out of bed at night?”

In the HCAHPS arena, asking this question can increase scores on courtesy, listening, explanations and the specific survey question you ask about.  It’s a straightforward technique, and a valuable one.