What are no-pass zones?
The no-pass zones are part of a larger effort to improve the overall patient experience, which is measured through a patient survey called the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey.
In an effort to improve the experience for patients, USA Health hospitals are establishing “no-pass zones” to remind all employees to respond to patients and visitors whenever they encounter a need.
Whether it’s a call light turned on outside a patient’s room or a visitor who appears to be lost, the need can be acknowledged by any USA Health employee.
“We want to educate and empower everybody no matter what their role is,” said Cory Myers, administrative resident at USA Health University Hospital, the first facility to adopt the no-pass zones. “Being ready to respond builds trust that we value their time and ensures their overall experience will meet or exceed their expectation.”
Non-clinical employees responding to a patient call light can help with a variety of small tasks, whether it is removing meal trays, changing the TV channel, adjusting curtains or helping move personal items within reach, Myers said. They also can pass along messages or clinical requests to the nursing staff.
As part of the implementation of no-pass zones, employees will be trained to approach patients or visitors appropriately, remove any hazards or trash, use good hand hygiene and stop for call lights that have been turned on.
The no-pass zones are part of a larger effort to improve the overall patient experience, which is measured through a patient survey called the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The national, standardized survey, used at hospitals across the nation, asks discharged patients 27 questions about their recent hospital stay.
“Currently, we have some improvement to make on our HCAHPS measures to get us to our organization’s goal,” said Kim Waren, director of patient relations at USA Health. “I am confident that we will be able to achieve this goal by providing our employees with the right tools and resources to deliver excellent customer service.”
Both hospitals are training staff to improve patient relations by communicating with IDEAL Care. IDEAL establishes a consistent communication framework to help build trust with patients, families and co-workers to ease anxieties.
IDEAL stands for:
I: Introduce yourself.
D: Discuss why you are there.
E: Explain what happens as you go.
A: Ask what else you can do.
L: Leave the customer happy.
