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Effective Communication Strategies in Healthcare Facilities

Learn how Golden Living centers use INTERACT tools for improved communication with staff, patients, and families. Discover the impact of SBAR, Stop & Watch, and Hospital Transfer Packets on quality care and outcomes.

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Effective Communication Strategies in Healthcare Facilities

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  1. Golden Living Communicates With INTERACT Tools Karen Loveland, RN Clinical Services Consultant Golden Living

  2. Golden Living • Nationally based in Plano, TX • More than 300 centers in 21 states • Rehab, Nursing, Home Health, Hospice, Assisted Living • 13 Virginia Golden Living Centers • Portsmouth, Petersburg(2), Poquoson, Galax, Fredericksburg, Buena Vista, Charlottesville, Annandale, Martinsville, Glen Allen, Clifton Forge) • 3 Virginia Golden Living Communities • Fredericksburg, Glen Allen, Virginia Beach

  3. www.goldenliving.com

  4. It’s All About Communicating! • Communication with the line staff Stop & Watch • Communication with the Physicians SBAR • Communication with the Hospitals Hospital Transfer Packets

  5. STOPand WATCH

  6. How We Do It • Golden Living has embraced the concept of listening to the line staff and all other individuals who come in contact with our residents. (C.N.As, Housekeepers, Therapists, and family members) • Stop & Watch Forms are available at all Living Centers at each Nurses Station. • Stop & Watch is included as part of general orientation.

  7. Recognizing Excellence • Each Week the Consultants host a DNS Call with the Directors of Nursing from each of our 13 VA Living Centers. On these calls we ask each DNS to share a Stop & Watch that they have received that week. • After the calls the Consultants and DNSs send Thank You notes to each individual who has written a Stop & Watch that impacted the care for a resident.

  8. SBAR • Used as a tool to communicate with the Physicians vs. just an instrument for documentation. • Empowered nurses to utilize their assessment and relay that information to the physician. • Taught as part of General Orientation through Role Play with the Director of Clinical Education. (scenarios given, nurse then assesses situation and calls the doctor - the educator ) to practice SBAR.

  9. Hospital Transfer Packets • Improving our communication with the hospitals. • Reaching out to local hospitals and explaining this process. • Receiving positive feedback on the use of this tool.

  10. Education and Follow Through • Clinical Pathways: All nurses educated on the pathways • Pathways are laminated and in binders for easy access on all nursing units.

  11. Huddles • Huddles are utilized after our Daily Clinical Start Up Meeting to bring pertinent information to the line staff. • Huddles are also utilized after Weekly Risk Meetings to share changes with residents plan of care with the line staff. • All staff on the units invited to Huddles, including C.N.As, Charge Nurses, and Housekeepers.

  12. Implementation • Commitment to listen to staff and respond • Provide Consistent Feedback • Demonstrate the impact these tools have on improving positive outcomes for residents

  13. Additional Positive Outcomes • Employee Empowerment • Increased Job Performance/ Morale Happy Employees = Happy Residents

  14. Q & A

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