Click "Download File" above to access the tool.
It's tough to get patients to respond to the HHCAHPS. When they do, they might not remember their experience well enough to give your agency the top scores you need.
To help with their recollection, try incorporating language from the questions into patient interactions, notes Annette Lee, CEO and founder of Provider Insights of Des Moines, Iowa.
For example, one question asks whether the agency treated the patient “as gently as possible.”
So, use that language. “This may stick a little. I’m trying to do this as gently as possible.”
The attached tool will help your clinicians learn the questions and put the language to use when working with the patient.
Click "Download File" above to access the tool.