Patient Centered Communication

1. Patient Centered Communication • Presented by • Anne Mendoza, RN, MS

2. The Patient Experience is…

3. across the continuum of care.

4. As caregivers we all have the ability and responsibility to foster a healing environment that influences the patient experience.

5. Why is the Patient Experience so important? • Patient experience drives …..customer loyalty, referrals, volumes and revenue. • It ‘s impact on Values Based purchasing • Better relationships - Confidence and connection …..which lead to better compliance and outcomes • Patients perceives value in their experience

6. Value is defined as: “To highly regard.” • The feedback from our patients tellsus, not only how ”highly they regard,” their Physician and the staff, but more importantly, “how highly regarded,” they felt by you. • Webster’s Dictionary

7. We live in a consumer driven society. • People make decisions with their head and heart.

8. Patients decisions are influenced by: • Expectations: • Expectations • = Disappointed patients • __________ • Actual experience (patient perception) • So what do our patients expect?

9. Bottom Line Patient Expectations: • Nurse Communication • Doctor Communication • Responsiveness of Hospital Staff • Cleanliness, Quiet of Hospital Environment • Pain Management • Communication about Medicines • Discharge Information

10. What else do our patients expect? • FEAR = False expectations appearing real • Uncertainty x Powerlessness = Anxiety

11. How do we address these FEARs? • “People don’t remember what you say or do, they remember how you make them feel.”

12. Everyone has a story if we bother to read it… • If they were carrying a sign would you see them differently? • Would you respond to them differently?

14. What would you want them to feel? • What feeling do you wish to convey in your interactions? • How do you wish to be remembered? • What one word that best describes the feeling you want your patient to have while you care for them.

15. How do we foster this experience? • “People don’t care what you know until they know that youcare!”

16. The gap is the difference between the expectation and the actual experience.

17. Non-Patient Centered Communication Do any of these phrases really belong in our vocabulary? • Frequent Flyer • Drug seeking • I don’t know • It’s not my patient • It’s not my job Do they ever improve the quality of patient and family centered care?

18. Where do some of those perceptions come from ? • Words That Don’t Work • Take 3 minutes now and share some of the words that don’t work you have heard

20. Table Activity Share top hair raising “Words That Don’t Work,” that you have heard at YOUR organization

22. Barriers To Patient Centered Communication

23. Is planned communication • Serves as a guide • Includes positive body language • Is not being mechanical • Is not restricting • Is used by other industries • Is about sending a consistent message • It is about Narrating Your Care

24. Use in specific situations with patients and families • Specific to departments needs • Developed by Staff • Driven by the patient experience survey results • Includes behaviors and body language • Manages expectations • Communicates consistent messages • Every time, every shift

25. Not just words….. But the whole message • Body Language = 60% • Tone of voice = 30% • The words you chose = 10%

26. Words that Work™ are not.. • Robotic • Just words – it’s an attitude • Just for clinical staff • Something that comes down from above –

27. Words that Work Include: • Reframing Communication for Positive Impact • Managing UP • Managing Expectations • Narrating Your Care

28. Managing Up

29. Managing Expectations • Helps prepare patients and families for what is next • Allows them the opportunity to ask questions • Validates concern and respect for individual • Gives them information….if you do not fill in the blanks they will derive their own facts • How long today • What to plan for • We care about them

30. Turning Negatives into Positives • Instead of… “I don’t have time.” • Say… “I can help you in five minutes.” • Instead of… “We’re short staffed.” • Say… “We are never to busy to help you!”

31. Situations to use Words That Work • Greetings and goodbyes : Welcome….Thank you for allowing us to care for you today…” • Point of service…. “Welcome…we have been expecting you” • Transitions…. “Our ICU has the best critical care team in the state, they are going to take great care of you…do you have any questions before we go upstairs” Universal Words that Work

32. The Power of Words

33. High Impact Examples Departmental or Individual Words that Work • Response to Survey questions… Part of excellent care here is making sure we have great communication ..let me explain this communication board • Managing expectations … Let me tell you what is going to happen next and how long we think that will take

34. What Are Patients Telling Us is Important to Them?

35. Using Patient Data to Create Action Plan • Review Patient Measurement Report and identify the department’s top three priorities • Appoint one person in each group to act as the leader, the remainder of group are now staff members • Leaders facilitate discussion with group to: Identify the actions you will take to address top three priorities ie. safety is top priority, action could be “This ID band is the first step in keeping you safe in our hospital”

36. Top Emergency Department Priorities • Iowa Methodist

37. Top Inpatient Department Priorities • Iowa Methodist

38. Top Outpatient Priorities Iowa Methodist

39. Top Ambulatory Surgery Priorities Iowa Methodist

40. Top CG CAHPS Priorities • New Group

41. Look at Your Patient Priorities

42. Creating the Words that Work Exercise • Step One: Identify the need • Step Two: Determine the key words that need to be included • Step Three: Write the Words that Work • Step Four: Practice and share the script with your partner

43. Action Plan follow up • Educate all staff to actions and advise effective date • Display agreed actions in common area in your department • Let staff know you will be rounding on their patients to validate their consistency in carrying out the action plan

45. Next Steps • Model the behavior of using Words that Work • Recognize colleagues for using the Words that Work • Realize value by relating to score improvement and positive comments • Look for organizational opportunities to incorporate Words that Work throughout the organization Practicing develops a level of comfort. Remember, practice does make perfect!!