CBT for Contracted Staff: Important Safety Information

1. Part I 2019

2. Welcome This Computer Based Training is designed for Contracted Staff who work at Carroll Hospital. It contains important information for the safety of our Patients, Visitors and Staff. Please review the following slides and take the short test associated with it.

3. It is our hope that in addition to meeting all regulatory requirements, Education be a positive, informative experience. We welcome your ideas to improve all aspects of the process. If you experience any difficulties, please contact The Learning Center and we will be happy to assist you.

4. Carroll Hospital has become part of the Life Bridge Team! • Established in 1961 • Carroll Hospital has more than 400 physicians on its staff representing over 35 medical specialties. • We have over 1,800 employees and are the second largest employer in Carroll County. • Annually we serve more than 300,000 individuals with direct medical care, outreach and community programs, diagnostic and outpatient services and health screenings.

5. Mission/Vision Mission – Our Communities expect and deserve excellent medical treatment, compassionate care and expert guidance in maintaining their health and well-being. At Carroll Hospital Center, we offer an uncompromising commitment to the highest quality health care experience for people in all stages of life. We are the heart of health care in our communities. Vision – Founded by and for our communities, Carroll Hospital Center will help people maintain the highest attainable level of good health throughout their lives. We strive to be the best place to work, practice medicine and receive care. Our commitment is to be the hospital of choice.

6. Pillars of Excellence People Financial Community • Service • Quality • Growth

7. What is AIDET? Key Words for 5 Fundamentals of Patient Communication “Patients won’t care how much you know, if you don’t show how much you care.” ~Quint Studer HCAHPS Handbook

8. AIDET We expect all of our staff/students/ and volunteers to utilize the AIDET concept. AIDET is an acronym that indicates“The Keys to Effective Patient And Customer Communication” A: Acknowledge I: Introduce D:Duration E: Explanation T: Thank You

9. A- Acknowledge • Acknowledge the patient by name • Make eye contact, smile • Acknowledge everyone in the room (patient and families)

10. I: Introduce • Yourself • Your skill set • Your professional certification • Experience (To the Staff, to the Manager, and to the patient)

11. D:Duration • Give an accurate time expectation for tests and physician arrival • Identify/communicate next steps • When this is not possible, give a time in which you will update patient on progress

12. E:Explanation • Explain step by step what will happen • Answer questions • Leave a way to contact you; a nurse call button or phone number • Use language a patient can understand

13. T: Thank You! • Thank the patient • You may thank them for choosing your hospital, and for their communication and cooperation • Thank the family for their assistance and being there to support the patient

14. Purpose of AIDET? • Decreases patient anxiety • Builds trust • Increases compliance • Reduces complaints

15. We Impact Our Patients First Touch…….. Last Touch…….. Heart to Heart…….

16. HCAHPS Our Culture of Always

17. HCAHPS measure… The perception of frequency versus degree of satisfaction • Patients rate: • Always • Usually • Sometimes • Never

18. Our Goals: • Implement an action plan to increase consistency and improve performance • To maximize Medicare reimbursement under Value Based Purchasing by raising our scores to 70

19. Some thoughts… “If the other guy’s getting better, then you’d better be getting better faster than the other guy’s getting better….or you’re getting worse.” Tom Peters The Circle of Innovation

20. Survey Questions • Nurse Communication • Doctor Communication • Responsiveness of Hospital Staff • Pain Management • Communication about Medications • Discharge Information • Noise at Night • Room/Bathroom Cleanliness

21. Hardwiring Best Practices… “The hardwiring of best practices and standardization of leadership will create consistency.” “Consistency will then improve performance across the board.” Quint Studer

22. Pain Management Be prompt in responding to a patients complaint of pain. Assess their pain on the pain scale and medicate as indicated. Once medication has been given, make sure to re-assess and document the patients pain (using the same pain scale) within one hour.

23. Documentation Reminders • Are restraints in use? What kind and what is the patients’ response? • Is the patient in pain? What is their score? Reassess score within 1 hour after giving pain medication. • Fall Potential? What devices are we using to keep the patient safe? • Is the Bed Alarm in use? If not, should it be? If you need help to set the bed alarm please ask the PCC/Team Leader to assist you.

24. Reminders • Parking is in the garage • Smoking is prohibited on Carroll Hospital campus.

25. Environment of Care (EOC) EMERGENCY RESPONSE CODES

26. EMERGENCY RESPONSE CODES • Know your responsibilities during all of the emergency response codes reviewed in this program. • Identify each code and what it represents.

27. Code BRT The State of Maryland adopted these codes to be used universally throughout Maryland hospitals

28. EMERGENCY RESPONSE CODES Emergency codes provide a system to manage unexpected situations that may occur on our campus. Everyone should know how to report an emergency.

29. EMERGENCY RESPONSE CODES To activate ALL CODES call Extension 84444

30. Let’s review the Codes utilized at Carroll Hospital

31. Code Green Used for a Behavioral Emergency

32. What You Need to Know: • Recognize when the patient is starting to “escalate” . • Position yourself in the room close to the door so that you have a way out if need be. Don’t corner yourself in the room. • Call a Code Green for any situation involving a patient with aggressive behavior.

33. Code Grey Elopement

34. What You Need to Know: An elopement occurs when a patient attempts to leave/flee the unit assigned and/or the hospital A Code Gray or elopement is not when a patient leaves against medical advice

35. Elopement All staff must observe corridors, look out windows and check general areas for the eloped patient.

36. Code Orange Hazardous Chemical Spill

37. What You Need to Know: Any time an associate works with a chemical, it’s their job to know and understand the hazards or risks to using that chemical.

38. MSDS Information about Hazardous materials can be found on Material Safety Data Sheets (MSDS)

39. Code Blue: Adult/Child/Infant Cardiopulmonary Resuscitation Emergency

40. This code is activated when anyone is discovered in respiratory and/or cardiac arrest.

41. Code Pink Infant/Child Abduction

42. A Code Pink alert is activated in the event of an attempted or actual infant or child abduction.

43. What You Need to Know :  Station yourself at the building exit nearest to your location in accordance with the Code Pink Plan    Environmental Services and Maintenance Associates will patrol the building perimeter during a Code Pink Alarm

44. Be on Alert for: • Anyone acting suspicious • Any person or Associate carrying an infant or small child • Any person or Associate carrying a large bag, box, coat or anything which could conceal an infant/child

45. OBRRT OB Rapid Response Team

46. The OB Rapid Response Team (OBRRT) will respond to any woman presenting with an obstetrical or newborn emergency.

47. What You Need to Know: • The OBRRT can be initiated by any staff member by dialing 84444. • Ask the operator to page an OBRRT. • Caller will need to give the patient location. • All OBRRT members carry pagers. • A group page is sent out to the team. • An overhead page will be announced.

48. CODE GOLD Bomb Threat

49. What You Need to Know: All Associates will assess their own area for any suspicious objects. If a suspicious object is located: DO NOT move the object DO NOT touch the object or anything attached to it

50. Code Pre-Yellow Surge Alert