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Activity The ABCDs of Patient Centered Care まずはWhat are the H CAHPS? どんなもの？ どうやって？ どうだった？ 紙芝居じゃない B 一枚の紙に描いていくプレゼンツール 一枚とはいえ、この紙は無段階にスケールする まずはココ そしてココ 文書の階層構造をそのまま、
大きさ、字の大きさに反映するかんじ 紙の上のカメラの動きを設定してプレゼン作成 カメラは自由 日本語利用 どういうことかは、
新しいプレゼン作成時にテーマを変更すること。 これ これ かんじたこと 使った感触 表計算ソフトでは紙を超えるコンセプトを当然と受け入れているのに、
電子の世界はもっと自由だ。 The End! By: Nicole Hebert, Kayla David, & Brandy Comardelle HCAHPS is a standardized survey tool used to collect data and share the patients’ evaluations of hospital care recently received.
It is shaped by three main goals:
1. The patients perspective of their care needs to be objective and able to be compared to other hospitals.
2. The survey results are reported to the public and hospitals are compensated with incentives aimed at improving their quality of care.
3. Public reporting of these survey results increases the accountability of these health care institutions by exposing the patients perspectives of the care they are providing to the general public.
The survey can be administered through mail, telephone, or active interactive voice response.
A hospital in the Inpatient Prospective Payment System must collect and submit their HCAHPS data in order to receive their full annual payment update.
The higher the hospitals performance during a fiscal year, the higher their incentive payments will be.
Baton Rouge General HCAHPS scores:
Telemetry A2: 58%
Orthro B4: 74% H CAHPS 1) During this hospital stay, how often did nurses treat you with courtesy and respect?
2) During this hospital stay, how often did nurses listen carefully to you? Action Plan A
How are you feeling?
Is there anything I can do for you?
Did I answer all your questions? A patient calls the nurse in the room and says, "do you think I could have cancer?" The best response by the nurse is: "Be Aware" Be present and supportive in the situation
Be attentive to the nonverbal ques
Be proactive C "Communicate" Make eye Contact
Show concern and be courteous
Be clear and clarify! Our Data Challenges Summary The ABCDs of Patient Centered Care. A systematic approach to help nurses facilitate effective communication with their patients. The doctor informs the patient of their terminal cancer and tells them the prognosis is very poor and there is nothing they can do. After the doctor leaves, the patient begins to cry. What should the nurse do? 1. Ask the patient if they would like you to call their family.
2. Ask the patient, "is there anything else I can do for you?"
3. Touch the patients hand and provide emotional support.
4. Respond with, "stop crying girl, everything will be ok!" 3. Touch the patients hand and provide emotional support.
Touching the patients hand and staying with them shows that you are there for them and they are not alone, this demonstrates "B," being present and supportive. 1. There's a good chance that you do.
2. I've looked through your chart and I don't see anything that would suggest you have cancer.
3. Have you searched the internet to find out for yourself?
4. What did the doctor tell you? 4. What did the doctor tell you?
This open ended statement invites the patient to elaborate on their thoughts and feelings and demonstrates "A," ask and answer. Their response should tell you exactly how much they know about their situation and from here you can answer their questions more efficiently. The patient is extremely upset and mumbles something about going back to work. What is the nurses best response? 1. "I understand the want to get back to your daily routines, hold on while I go give this medication to another patient."
2. While cleaning off the bedside table in a hurry the nurse says, "Your job must be very important to you."
3. The nurse walks out of the room while saying, "If you weren't mumbling so much maybe I could hear you."
4. The nurse leans in toward the patient and says, "I couldn't hear what you were saying about your job, can you tell me more?" 4. I couldn't hear what you were saying about your job, can you tell me more?
This response by the nurse requires the patient to rephrase or repeat their feelings and the nurse is able to clarify and respond appropriately. Without clarifying, it is possible you will make assumptions and miss vital information from your patient. This is a representation of "C," being courteous and clearly communicating. D "DOs & Don'ts" Don't be dismissive, be attentive Don't assume, clarify and verify
Don't be aggressive, be assertive Pt will confirm all their questions have been answered & all their needs have been meet Week 2 Goal Week 3 Goal Patient will report feeling that their nurse was attentive and supportive Week 4 Goal Patient will report that their nurse clearly communicated their plan of care while addressing patient's concerns with courtesy and respect Week 5 Goal Patient will report feeling safe, and having confidence in their nursing staff Week 6 Goal Patient will report "always" when asked if they were treated with courtesy & respect, and also listened to carefully Related to hospital staff - everyone doesn't know the purpose of the H CAHPS
Related to patient & visitors - they don't always know the difference between the various staff members
Related to each clinical unit
Tele A2 - high acuity patients, more meds and less time for one-on-one care
Ortho B4 - a lot of new nurses who lack the confidence needed to implement plan "Ask and Answer" Questions Addressed: