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Patient Centered Communication

Patient Centered Communication. Presented by April Fairey. Bottom Line Patient Expectations:. Nurse Communication Doctor Communication Responsiveness of Hospital Staff Cleanliness, Quiet of Hospital Environment Pain Management Communication about Medicines

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Patient Centered Communication

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  1. Patient Centered Communication • Presented by • April Fairey

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

  3. Healthcare Today? • Positive Image or Negative Image? • Trusted or Feared?

  4. Patient Expectations • Don’t Harm Me • Make Me Better • Be Nice To Me Health Pulse of America Center for Survey Research – State University of New York, Stony Brook Do You Worry Something Might Go Wrong During Your Hospital Visit 55% are Somewhat Worried or Very Worried of a Wrong Treatment or Serious Infection While in The Hospital

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

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

  7. Patient Centered Communication Innovations Do any of these phrases really belong in our vocabulary? • Pain Seeking • Frequent Flyer • Druggie • Etc… Do they ever improve the quality of patient and family centered care?

  8. Barriers To Patient Centered Communication

  9. Creating Consistent Patient Centered Communication

  10. Standard words and phrases leveraging best practices • 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

  11. High Impact Examples • Greetings and Goodbyes • Point of Service • Transitions • Service Recovery • Patient Survey Questions • Managing Expectations Narrate your care!

  12. The Process of Creating a Words that Work with a Department or Group • Review the purpose of Words that Work • Identify situations that need Words that Work • Involved team in creating the Words that Work • Roll-out the Words that Work to all staff • Monitor the patient/families reactions through rounding on patients

  13. The Power of Words…

  14. expressappreciation r e l a t e explain answer reassure take action listen RELATE – Words That Work in Action

  15. Our Coaching To Engage Leaders and Front Lines • Connect to purpose • Identify departmental situations • Involve staff in developing examples • Role play, practice, and observe • Monitor and Measure patient reactions and results • Reinforce the behaviors and accountabilities

  16. The Ultimate Goal… • Words that Work are • Behaviors, • Not Just Words

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