Measured through Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys, patient satisfaction has become a key metric for many hospitals. The US Centers for Medicare and Medicaid Services (CMS) assert that patient satisfaction is linked to better patient care. In fact, overall patient satisfaction ratings can significantly impact CMS reimbursements to a hospital system.
Provide game-based training and practice of service-oriented behaviors for nursing staff in order to increase patient satisfaction ratings as measured by HCAHPS.
Allegheny Health Network (STAR Center)
CAREgiver is a game-based learning application aimed at helping nursing staff practice positive behaviors to enhance the patient experience. In CAREgiver, nurses interact with virtual patients and family with respect, integrity and consistency. Among other patient-centric behaviors, players learn to knock before entering a room, to address patients by their preferred names and to include family members in the conversation. Nurses also practice responsiveness to patient and family requests, setting expectations and following through on stated actions. Call bell responsiveness is emphasized as well. Focused feedback provides structure as players strive to attain a high score by being both productive and service-oriented.
Thus far, playtesting has been used to validate and refine the game, and the game has entered an initial pilot within the AHN system. Data from the pilot will inform updates to the game prior to system-wide roll-out later this year.