Cover slide - Agency for Healthcare Research and Quality

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Learning ObjectivesDiscuss how tocommunicatePresent an adversetools to event to a.
Describe howimprove patient andto work withExplore the communicat familypatients and.
role of patient ion among membersand family patients advisors families clinicians The Patient s Hospital Experience1.
Clinicians and PatientsHospital StaffKnow how the Are strangers in this environmenthospital works and Don t understand the system orhow to achieve culture.
Know who Don t know who different staff arehospital staff are and what they doand what they doAre busy and Are often in pain or uncomfortable under a lot of vulnerable or afraid.
stress Are aware that hospital staff arebusy and may not want to bother Patient and Family Centered Care3Involves collaborating with patients and families of all ages at alllevels of care and in all health care settings acknowledges that.
families however they are defined are essential to patients healthand well being Core concepts of patient and family centered care are Dignity and respect Information sharing.
Participation Collaboration What is Patient Family Engagement 1Patient and family engagement Is an important component of patient and family centered.
Creates an environment where patients families clinicians andhospital staff all work together as partners to improve the qualityand safety of hospital careInvolves patients and family members as Members of the health care team.
Advisors working with clinicians and leaders to improve policiesand procedures Who are Advisors andWhat do they do Advisors are collaborative partners in developing and revising.
hospital policies procedures and practicesPatients and family members who have received care at ourhospital and who want to help improve experiences for othersThey help our hospital improve quality and safety of care by Giving input and feedback.
Identifying potential changes and feedback Planning and implementing changes thatmatter to patients and families Characteristics of anEngaged Advisor1.
Listen wellShare your viewsDraw on your communication skillsAsk questionsBe ready for disagreements.
Characteristics of anEngaged Advisor How to Work with Patient and FamilyInvite two or three patients and family members to a team meetingto discuss their hospital stay.
Ask patients and families to give feedback on educational orinformational materialsInvite patients and families to present at stafforientations and in service programsExplore the hospital and unit through the.
eyes of patients and their families byconducting a walk about with patientsand families How to Engage Patients andWhen you enter the room .
Read chart before stepping in Make eye contact with the patient Introduce yourself by name and role Introduce new people in room by name role and what they willWhen you first assess the patient .
Ask how the patient prefers to be addressed Identify family who should be partners in the patient s care Highlight main points of communication tools Invite the patient and family to use the white board to talk withclinicians.
How to Engage Patients and Families1 continued Ask about and listen to the patient and family s needsand concerns Use open ended questions.
Listen to respect and act on what the patient and family say Help patients articulate their concerns when needed Get a translator s assistance if the patient or family membercannot understand youHelp the patient and family understand the diagnosis condition .
and next steps Give timely and complete information take every opportunityto educate the patient and family Use plain language Invite the patient or family to take notes.
Effective Patient andFamily Communication The Importance of EffectiveCommunication The Link Between Communication.
and Patient Safety1Patient outcomesPatient safetyPerceptions of quality Communication Tips1.
Speak slowlyUse plain languageReassure patient and family by giving informationThank patient or family for calling attention to any issue raisedInvite them to continue asking questions.
IDEAL Discharge Planning What is IDEAL Discharge Planning 1Include the patient and family as full partnersDiscuss with the patient and family the five key areasto prevent problems at home.
Educate the patient and family throughout the hospital stayAssess how well doctors and nurses explain the diagnosis condition and next steps in their care use teach backListen to and honor the patient and family s goals preferences observations and concerns.
Benefits of IDEAL Discharge Planningfor Clinicians1Improves accuracy of information about the patient s conditionand discharge situationReduces risk and liability.
Enhances quality of care for patientDemonstrates that hospital staff consider patient perspectiveShows teamwork among hospital staffPatient and family have a better experience of care Ensures that patients and families know how and what to do.
and will be less anxious once dischargedPrevents postdischarge complications and avoidable readmissions IDEAL Discharge What if an Adverse Event Occurs on Engagement Strategies.
Engaging in planning and design Infrastructure advisoryEngaging in everyday care How to strategiesEngaging after an adverse event Introduction to Adverse EventsAdverse event An injury to a patient caused by medical.
intervention rather than by the underlying disease or condition ofthe patientThe mission of health care providers is to help and care for patientswithout harming them but adverse events happenWhen an adverse even occurs it can be difficult for a health care.
worker to take ownership and communicate with the patient andPrompt compassionate and honest communication with thepatient and family after an adverse event is essential Immediate Response to anAdverse Event4.
Care for the patientReport to the appropriate partiesCommunicate with the patient who what when where and why Document the event in the medical record Next Steps in Responding to an.
Adverse Event5InvestigationContinued communication with the patient and familyApology and remediationSystem and process improvement.
Measurement and evaluationEducation and training How to Communicate About anAdverse Event6Speak slowly and use clear language.
Give an advance alert I m afraid I have some news to share withGive the news in a few brief sentencesQuietly wait for the reactionWatch and listen for response signals The Second Victim .
Health Care Workers7Health care workers involved in an adverse event experience theirown traumaHealth care workers should request ongoing support from theirhospital and peers.
Hospitals have developed Employee Assistance Programs andMedically Induced Trauma Support ServicesAdvisors provide valuable insight about patient and familyexperiences and care deliveryEffective engagement and communication among patients family.
members and other members of the health care team impactshealth outcomes and patient and family satisfactionIDEAL Discharge Planning is an effective tool for ensuring patientand family member engagement and educationOrganizations should be prepared to respond and communicate.
proactively when adverse events occurAm I Ready To Become an Advisor 1Working with Advisors1Be a Partner in Your Care1Get to Know Your Health Care Team1.
Care Transitions from Hospital to Home IDEAL DischargeSBAR Situation Background Assessment Recommendation 2 References1 Guide to Patient and Family Engagement in Hospital Quality andSafety Rockville MD Agency for Healthcare Research and.
Quality May 2013 AHRQ Publication No 13 0033 2 TeamSTEPPS Instructor Guide Rockville MD Agency forHealthcare Research and Quality June 2006 AHRQ PublicationNo 06 0020 3 Conway J Johnson B Edgman Levitan S et al Partnering with.
Patients and Families to Design a Patient and Family CenteredHealth Care System A Roadmap for the Future A work inprogress Bethesda MD Institute for Family Centered Care June References4 Bonacum D Houk C Moidel BI et al Communicating about.
episodes of harm to patients In Leonard M ed Achieving Safeand Reliable Healthcare Chicago Health Administration Press 2004 93 112 5 McDonald T Helmche L Smith K et al Responding to patientsafety incidents the seven pillars Qual Saf Health.
Care 2010 19 e11 6 Hallenback JL Palliative Care Perspectives 1st ed New York Oxford University Press 2003 7 Wu AW Medical error the second victim The doctor who makesthe mistake needs help too BMJ 2000 Mar 18 320 7237 726 .
Adverse event: An injury to a patient caused by medical intervention rather than by the underlying disease or condition of the patient. The mission of health care providers is to help and care for patients without harming them, but adverse events happen

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