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LM
by Laura Maushard1 view·Updated Jun 6, 2022
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  1. Hi Ottawa Hospice Loren Bouchard here to talk to you
  2. about your patient experience scores for the month of May.
  3. Let's have a look.
  4. Okay,
  5. so you're 87.50 and I don't know why I have that
  6. circled in red because you're hitting your target actually at 87.50.
  7. So disregard my red circle.
  8. Great job, everybody,
  9. you're hitting target again two months in a row April and may both have hit targets.
  10. So awesome to see that work.
  11. Um and hopefully we'll just keep continuing on continuing that great work.
  12. And if you look at your response rates, you'll see top box, you had 12 patients,
  13. 12 families give tens to give nines and then there was just a couple outliers.
  14. 16 and 15 there
  15. Year to date. You can see you guys are at 79.35, but the arrow is moving upwards.
  16. That's great.
  17. We want to see that arrow going that direction
  18. hospice as an entity across OSF is meeting target,
  19. which is super exciting um and
  20. they have been for five months. So you are a part of that and that is just tremendous.
  21. So, great work.
  22. I know you guys hitting target two months in a row is helping that,
  23. so continue that please and um love the work.
  24. You're doing.
  25. That consistency of communication is really going to make a big
  26. difference and um I know you guys are doing phenomenal work.
  27. So keep it up
  28. and then when we look at our increases and decreases greatest increases if and when
  29. to give pain medication information on that Train
  30. to help with trouble breathing has improved,
  31. great work get help for trouble breathing information
  32. on what to expect while dying and listen
  33. carefully to you all have improved and look how high those scores are on those areas.
  34. Now,
  35. the ones that have decreased nursing
  36. home hospice information work together differently,
  37. trained to help with restlessness and agitation went down a little bit.
  38. Help with anxiety or sadness.
  39. Nursing home hospice information different and emotional support
  40. received those have decreased a little bit,
  41. so something to just be thinking about moving forward to
  42. take with you and um just try to work on
  43. priority index, index, focus areas, listening carefully,
  44. really cared about your patient and then information on if and
  45. when to give pain meds and we're going to look at
  46. this month really cared about the patient, what does that mean?
  47. What does that look like? So
  48. first thing it says is providing empathy and compassion when you're
  49. patient and family members share their feelings of anxiety or sadness.
  50. It's just taking that moment and I think that picture
  51. up on the right hand corner kind of shows that,
  52. right, just really taking that moment to hone in on what is needed
  53. when it comes to us. The stress and anxiety.
  54. Just those feelings of just needing to be there for them
  55. um maintaining a positive demeanor.
  56. So just staying positive and avoiding negative influence of others,
  57. help your patients and families, emotions stay in a more supportive way.
  58. Um you know, there can be a lot of negative influence during this time,
  59. certainly family dynamics and things
  60. when we can bring it more focused on the love of your,
  61. you know, their their loved one and things like that.
  62. Then we can just redirect those that energy into something more positive.
  63. That can be more helpful in those in those situations.
  64. Make eye contact, using, giving eye contact can be a big,
  65. can be a big dissatisfied or satisfy our so it's really just important
  66. that we take time to just look at people in the eyes,
  67. you know, because I know you guys are doing a lot of carers and things,
  68. but we look up and face someone when we're talking to them.
  69. It makes a huge difference, commit to sit
  70. same thing.
  71. If you can sit down when you're having a serious conversation about something
  72. and you can sit down with someone and look at
  73. them and talk and have that level conversation with them.
  74. It really can put people at ease and make them feel really cared for,
  75. teach back.
  76. Use teach back and use open ended questions when you're doing teach back.
  77. So you might say share with me what you learned today about this or or tell me
  78. more about what you learned about this or tell me about this when you do that.
  79. They have to tell you more and that helps you
  80. understand whether or not they got it or not.
  81. And then when possible speak to the patient directly.
  82. You know, it was, you know,
  83. I've seen care nurses and therapists and
  84. texts and people who touch the patient's hand
  85. even if they're not coherent and talk to the patient as they're doing things like,
  86. you know, mary, I'm going to lift up your blanket and I'm going to do this, you know,
  87. and um,
  88. it really what that speaks to the family is
  89. that you truly care about that patient and that you
  90. see them as a person and that really is impactful.
  91. So, you know, think about that as well and it really can make a big difference
  92. last but not least comments.
  93. And there were some call outs for april Andrea pastor bill Jordan and cat.
  94. So great call outs,
  95. There's some patient comments on the left and then
  96. there's some mixed comments and then the mixed comments,
  97. there can be positive comments in there and sometimes just some opportunity,
  98. things mixed in.
  99. So
  100. if there are, you know, I think those are important to look at, think about, you know,
  101. try not to think of them negatively.
  102. I think those opportunity comments or things for us to
  103. reflect on and just use as just that opportunities,
  104. um, to um, to improve or, you know, to take with us and just
  105. think about the work we do. And
  106. maybe that's something I did want or maybe that's something I've seen.
  107. You know, I'll make sure I
  108. try something a different way, You know, that might make a difference.
  109. So those little things all make a big difference. That's the feedback is helpful.
  110. It's it's what we make it. So I think it's good to have feedback. So
  111. that is it for me today, you guys, it was so great seeing you uh,
  112. recently and getting to talk to all of you hope to get to do that again.
  113. Maybe come in a few more months maybe and come to another meeting and say hello.
  114. And um, but you guys have a nice june.
  115. We'll definitely talk in july, enjoy your summer so far.
  116. Thanks everybody, Bye, bye.