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Nurses Listened Carefully

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John Tomoiaga

on 3 April 2016

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Transcript of Nurses Listened Carefully

Nurses Listened Carefully
It ENGAGES the Patient in their care !
Listening: What's the BIG Deal?
Topics for Analysis
1. Active Listening
2. Patients as Team Members
Active Listening Fosters Effective Communication
Establishing meaning between patients and H.P's (Healthcare Providers).
Enabling patients to
in their care from admission to discharge.
To be truly effective, communication requires a two-way process(expressive and receptive) in which messages are negotiated until the information is correctly understood by both parties.
1. Active Listening
Pay Attention
Show that you're listening
Provide Feedback
Defer Judgement
Respond Appropriately
3 Sets of Interdependent Clues to improve Patient Satisfaction.
- The what of service
- How service is delivered
- Actions that engender trust
This is part of a greater initiative known as Patient & Family Centered Care
Clinical :
The technical quality, the competence of the providers, the reliability, and the coordination of hospital unit.
Patients and families vary widely in their ability to assess the clinical components of care.
they can assess how well care team members work together, communicate with one another, and convey a sense to patients that “I know you.”
This clue is considered the
of an experience.

An exceptional experience is difficult to achieve when the patient is signaled at many steps that technical quality, competence, reliability, and coordination are deficient.
2. Treat Patients as TEAM Members
Requires a paradigm shift for US
1. Not a ME vs. YOU approach to healthcare.
2. A WE approach (collaborative approach).
3. Patients as TEAM Members has shown to improve patients perception of quality ( thereby improving patient satisfaction scores).
1. Communication Training for Healthcare Professionals (class not .edu).
2. Mini-intro to be printed on the new Change-of-Shift reports.
2. Implement Active Listening
3. Treat Patients & Family as TEAM Members
1. Balik B, Conway J, Zipperer L, Watson J. Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care. IHI Innovation Series white paper. Cambridge, Massachusetts: Institute for Healthcare Improvement; 2011.
2. The Joint Commission: Advancing Effective Communication, Cultural Competence, and Patient- and Family-Centered Care: A Roadmap for Hospitals. Oakbrook Terrace, IL: The Joint Commission, 2010.
3. Mindtools.com. http://www.mindtools.com/CommSkll/ActiveListening.htm
Example of Active Listening: Introduction

"Good Morning Mr. Smith, My name is John and this is Karen. We're going to be giving change of shift report.
I want to invite you to listen and participate
in our report, that way if we miss anything, you can help us fill in the gaps. If you have any questions, please let us know so we can answer them."
Created by:
Barbara, John, Karen, Alyson, and Fran.
Going from Good to Exceptional!
The Physical aspects of how service is delivered. For example, noise, lighting, cleanliness, staff appearance. All provide clues about their potential experience. (Positive or Negative)

Interactions based on respect. Actions that engender trust. Efforts which meet the patients emotional needs, signal that this is an excellent place to be.
What's in it for the NURSE's ????
1. Reduction in patient calls.
2. More informed Patients & Family.
3. Satisfied Patients & Family.
4. Personal pride in your work
5. Sense of accomplishment.
6. Improved patient experience.
Example of Active Listening: Summary

So Mr. Smith, in
, our
for the next 12 hours is...

1. Pain Management
2. Keep you NPO

after midnight
3. Prep you for surgery tomorrow.
Cultivating a Culture of "ALWAYS"
1. During
Change of Shift Report
2. Continuously throughout the visit
When to Implement?
Monitoring to be performed by Charge Nurses during their Rounding via a Questioner
1. During Change of Shift Report, were you Invited to Listen and Participate in report?
2. Did you feel engaged (involved) in your care during report?
3. Do you feel that the Nurses understood your needs?
4. Our Facility promotes the idea of patients as Team Members. During your stay, do you feel as though you are a part of our Health Care Team?
5. Did the Nurses clearly explain your Plan of Care for the next 12/24 hrs?
6. Was the White Board used to convey your Care Plan and any important information?
Sample PFCC Monitoring Questioner
Full transcript