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Questionnaire Design
- Transitioned entirely to HCAHPS rather than conducting two separate studies
- Involved key hospital personnel in questionnaire design to obtain buy in
- Selected custom questions to address issues not included in HCAHPS
- JCAHO issues Privacy and safety
- High impact areas Teamwork and sensitivity to family needs
- High use areas Patient Access
- Outsourced areas Food and Nutritional Services
- Redesigned other questionnaires (OP Surgery, OP Services, and ED) to HCAHPS format
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