1. Needs Assessment
This analysis is based on HCAHPS/ Inpatient satisfaction executive summary. It address all
units that handle in patient customers (Stakeholders) of Regional Hospital. Looking in the
specific areas of the following area of evaluation:
Communication with Nurses
Responsiveness of Hospital Staff
Communication about Medicine
Cleanliness of Hospital Environment
Quietness of Hospital Environment
Nurses Anticipated Needs-
The hospital is spilt into departments which include 3, 4, and 5 East, Intensive Critical Unit,
Intermediate Care, and Postpartum. The performance gap is mainly in 5 East department and
ICU. Following 4 east, IMC and 3 East all have areas where they can improve in and not meeting
the goal set by hospital management according to the HCAHPS.
Course Syllabus
This course will go over remediation of nursing practices, procedures nurse should perform with
every interaction with a patient on an individual basis, and how you will be evaluated on these
procedure.
1. Service Excellence Policy
a. Patient Satisfaction
b. Patient Experience
c. Service Excellence
2. 2. Daily Rally
3. Communication
a. Verbal Communication
b. Non-verbal Communication
4. Pain Management
5. Addressing Needs of Patients
6. Rounding on Patients
7. Evaluations
Objectives
1. Performing service excellence to all patients every time
2. Performing focus areas for all nursing staff:
a. Improving the accuracy of patient identification.
b. Improve the effectiveness of communication among caregivers.
c. Improve the safety of using medication
3. Understanding and providing customer relations
Instructional Strategies and Methods
Event Instructional Strategy Facilitator or Employee
Gain Attention “A good culture in a hospital can absorb and
manage a few bad nurses, but once the culture
becomes bad itself, bad nursing is much harder
to hide” – Jo Brand
Facilitator poses
question to employee
Objective Review course objectives from course syllabus Facilitator and
Employee together
review information
Recall of Prior
Learning
Pre-test of pre-existing knowledge & then
review test
Employee
Presenting
Stimulus with
Distinctive
Multimedia introduction of knowledge and
skills
Facilitator
Guided Learning Stimulation activity supervised by manager,
facilitator or peers
Facilitator and
Employee
Independent
Practice
Daily implementation of learned knowledge
and skills
Employee
Feedback Provide opportunity for each employee to
correct his or her performance
Facilitator will give
feedback to employee
for corrective
instruction
Assessment Complete AIDET form Facilitator or manager
observe employee
Closure Reinforce feedback from AIDET form make
changes if needed and review material again
Employee
3. List of Materials
1. Computer/Laptop
2. Projector and Screen
3. Sound
4. PowerPoint
5. Handout to PowerPoint
6. Pre-test
7. Pens and Pencils
8. Notes
9. AIDET form
Program Outline
I. Introduction – Attention Getter 45 minutes
a. Discussion
b. Objectives
c. Pre-test
II. Go over service excellence policy 30 minutes
a. Patient Satisfaction
b. Patient Experience
c. Service Excellence
III. 15 minute break
IV. Daily Rally 25 minutes
a. Addressing Needs of Patients
V. Communication 30 minutes
d. Verbal Communication
e. Non-verbal Communication
VI. 1 hour lunch break
VII. Pain Management 15 minutes
VIII. 15 minute break
IX. Addressing Needs of Patients 15 minutes
X. Rounding on Patients15 minutes
XI. Questions 20 minutes
XII. Evaluations 10 minutes
4 hour training includes 1 hour 30 minute break time.
