Engage Your Nurses in Improving HCAHPS

Posted by Kristin Baird on April 19th, 2012 • 2 Comments »

I was recently doing a full-day patient experience workshop with staff nurses from several organizations and was stunned to learn that very few had ever seen the HCAHPS survey questions. Once exposed to the eight dimensions of the survey, they unanimously agreed that nurses could impact scores in all eight dimensions and were eager to explore solutions in greater depth.

What surprises me most is that when reimbursement is on the line, I would expect healthcare leaders to do more to engage nurses in making improvements. Improving patient satisfaction takes more than just telling staff to be nice. They have to first understand the patient perspective and then become involved in finding what works.

I’m very encouraged with the work I’ve been doing on helping nurses improve HCAHPS scores. Many of the nurses I have worked with were very eager to learn more about the patient perspective and what actions can improve the dimensions of satisfaction. The profession as a whole is geared toward a holistic approach to care. Once on board and engaged, nurses make all the difference in the patient experience and resulting HCAHPS scores.

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Baird Consulting

2 Responses to “Engage Your Nurses in Improving HCAHPS”

  1. Deidra says:


    I am replying to the article posted above. I work on a floor in a hospital that is having trouble getting employees engaged. I was wondering what some of your ideas are. Thank you! Deidra

  2. We offer a vast array of online resources that can help. I encourage you to look at the articles on our site and subscribe to our free monthly eNewsletter. Our newsletter has practical advice you can use, share and even re-print.

    To subscribe to our free monthly eNewsletter click here

    Here is an article on employee engagement and establishing accountability for achieving goals that might be of some assistance:

    In addition, Kristin Baird offers a 90-minute presentation that ignites the passion for excellence through stories, examples and specific action steps healthcare workers can take to become more engaged, empowered and energized! The session can be customized for nurses or offered to general healthcare groups. Need a shot of energy? Find it in this new engaging presentation by author/consultant Kristin Baird. For more information call (920) 563 4684.

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