2025 May Inservice - Nightingale Care

PATIENT COMPLAINTS AND SERVICE RECOVERY

Please review the Inservice and the copy of the Home Health CAHPS survey that is being sent to homes. Please encourage your patients to respond to the survey.

If appropriate, please remind them that we want them to “definitely” recommend us to their friends and family should they need home health!

May 2025 Home Health Aide Inservice Download

CAHPS Survey Download

2025 May Inservice – Patient Complaints and Service Recovery

Patient Complaints and Service Recovery

Name(Required)

First Last

Today's Date(Required)

1. Which of the following is a good response to a patient complaint?(Required)

2.True or False: A home health patient's rights include the right to file a complaint.(Required)

3. After receiving a complaint, the person receiving the complaint should:(Required)

4. True or False: Complaints that are not related to patient care do not need reported:(Required)

5. During a home health aide visit, the patient complains that the therapist never calls to schedule a time. The aide response includes all of the following except:(Required)

6. Investigation of a complaint includes:(Required)

7. True or False: It is the responsibility of the person receiving the complaint to do the investigation.(Required)

8.True or False: Home health agency staff members should never apologize to a patient because it makes them look guilty.(Required)

9. True or False: The patient complains to the nurse that she was told on admission that she would receive a social worker. She has never heard from the social worker. The nurse informs the patient that the admission nurse was wrong and she really doesn't need a social worker. Is this a good response to the complaint?(Required)

10. The patient satisfaction survey (HHCAHPS) is a publicly reported on what website?(Required)

My digital signature below indicates that I understand the information presentedin this in-service. I have completed this in-service and answered at least eight (8) of the questions correctly.(Required)