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Improvement Tools/Methods
Limitations / Lessons Learned
Process Improvement
Increasing Medication Education to Increase HCAP Scores
Medjine Noel, Maureen Amilca

The purpose of this project is to increase the HCAHPS
scores under patient medication understanding. It help
improve nursing communication with the patient about
their medication. This will ensure the patient is
understanding their medication with at least a basis
knowledge of them and their side effects.

In Sarasota Memorial Hospital, HCAP scored in general
are higher than the National rate, recently the 8E floor has
decrease from 8/10 to 1/10.

Currently the 8E floor has added a nurse to make rounds
to ensure patients had good care when being taken care of
in the hospital but HCAP scores are still being lowered.

The issue is that when the patient are discharge from the
hospital they are not receiving education on the medication
they are taking and their side effects.

It is important because patient need to understand the
medication they are taking and also that reflects on the
employee manage of care.

Our intervention to improve this is issue is to make sure
nurses are writing a medication on the white board in bold
colors. With the side effects.
Have the patient explain back to HCP, about the
medications they learned today during rounding's.
Set up a program in which the television teach them about
their medications.

Challenges we might face are:
Patients are not being compliant. They do not want to
learn about their medications.
Patient age.
Health professionals who may forget.
Health professionals who dont have the time
Essential considerations of teach back include:
Evaluation of language and language barriers, literacy
levels, visual and hearing impairments; Evidence of
dementia, delirium, or depression; and use of key words
at key times.
You can insert the name of your unit and/or organization here if you wish (not required)

On this unit, 100% of the nursing staff will be educated
on how to teach back when educating patents/family on
any new medications the patients was given during their

Nurses will be introduce new tools that will help motivate
the patients to listen and understand their medication.

Pharmacy will help to develop printed materials that
contain basic medication information and the side effects.

The nurses during admission should review with the
patient the pertinent medication that is given on the floor

Beresford, L. ( 2012). Teach Back Communication Strategy Helps Healthcare Providers Help Their Patients. The Hospitalist.
Retrieved from http://www.the

Brach C, Keller D, Hernandez LM, et al.( 2012). Ten attributes of health literate health care organizations. Institute of Medicine of
the National Academies website. Retrieved at:

Consumer Reports. (2012). How safe is your hospital? Our new ratings find that some are riskier than others. Consumer Reports
website. Retrieved at:
Accessed Aug. 1, 2012.

Healthcare Benchmarks and Quality Improvement.(2011). Teach-back program reduces readmissions. HighBeam Research
website. Retrieved at: 269890846.html. Accessed Aug. 9, 2012.

Shoeb M, Merel SE, Jackson MB, Anawalt BD.(2012). Cant we just stop and talk? Patients value verbal
communication about discharge care plans. J Hosp Med. 2012;7(6):504-7.

Team Members

Cameron, RN, Clinical Leader

Melody, RN, Manager

Nurses on 8E

Pharmacist on the floor

We will measure our outcome by evaluating the monthly
The average of HCAP scores should increase from 1/10
to 6/10.
Patient should be able to explain the medications that
they are given, explain why they are given, and name at
least one to two side effects.


Patients who
reported that
their pain was
"Always" well
72% 68% 71%
Patients who
reported that
staff "Always"
explained about
before giving it
to them
66% 60% 64%