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For your patient case…

1. What are your patient’s learning needs, abilities, preferences, and readiness to learn? 2 How would you determine if your patient has cultural and religious practices that impact their care? What about cognitive limitations or language barriers?.

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For your patient case…

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  1. 1. What are your patient’s learning needs, abilities, preferences, and readiness to learn? 2 How would you determine if your patient has cultural and religious practices that impact their care? What about cognitive limitations or language barriers? For your patient case… Working by Our Credo

  2. Some differences are visible — others hidden, unknown. Our population is diverse

  3. Differences come from race, gender, age, politics, religion, sexual orientation, income level, birth country, language, etc.

  4. Our credo has special meaning for people who speak or read limited English for people with hearing or other sensory impairments for people from cultures with traditions different from our own

  5. Credo We provide excellence in health care for all of our patients. We treat patients and each other as we wish to be treated. We continuously evaluate and improve our performance.

  6. Credo We provide excellence in health care for all of our patients. We treat patients and each other as we wish to be treated. We continuously evaluate and improve our performance.

  7. C R E D O Caring Culture Working by Our Credo

  8. Our patientsare here for CARE+CARING Caring Culture Working by Our Credo

  9. Be aware of how you show you care. A kind voice, body language, facial expression -– a genuine smile goes across language barriers. This might be the patient’s first time in a hospital or modern clinic. Caring Culture Working by Our Credo

  10. C R E D O Recognize & Respect Needs Working by Our Credo

  11. Observe & listen Ask & anticipate interpreter requirements Clarify & confirmdates, locations, names Recognize & Respect Needs Working by Our Credo

  12. You might be the first point of access for a patient who needs an interpreter during their treatment. Make sure their needs get identified into the system... Recognize & Respect Needs Working by Our Credo

  13. Sometimes a patient brings a friend or family member as their interpreter. Clinic receptionists are instructed to contact Patient Affairs to assess the proficiency of the interpreter. Recognize & Respect Needs Working by Our Credo

  14. Language and interpreter needs are reflected on the “face sheet” in the front of the inpatient’s chart. This information also goes on the nursing assessment sheet. Recognize & Respect Needs Working by Our Credo

  15. Patient Affairs is contacted if a patient has limited English, does not have their own interpreter, or refuses our interpreter services. Recognize & Respect Needs Working by Our Credo

  16. C R E D O Evaluate Options & Resources Working by Our Credo

  17. CONSULTATION & PROBLEM SOLVING - Office of Patient Affairs, 2-6154 - Hospital Administrator on-call Evaluate Options & Resources Working by Our Credo

  18. 24/7 Services • Optimal Phone Interpreters (OPI) has been chosen as Vanderbilt’s telephonic connection to over 200 languages when you have a need to communicate with Limited English Speakers. • www.OptimalPhoneInterpreters.com • - Coordinator for Interpreter Services, 2-SERV (2-7378)- League for the Hearing Impaired, 248-8828 Evaluate Options & Resources Working by Our Credo

  19. RESOURCES - Hospital Policy #10-07Communication with Patients, Families, and Visitors - Patient Affairs Website - Cultural Religious Manualavailable in patient care areas - Learning Center Websitesome patient education materials available in Spanish - EZ-TV video-on demand systemavailable to in-patients, some videos in Spanish Evaluate Options & Resources Working by Our Credo

  20. C R E D O Deliver Service with a Difference Working by Our Credo

  21. Look for opportunities to make a real difference for a patient & families using behaviors that recognize and respect their individual needs. What action will you take to help patients whose needs go beyond the routine? Deliver Service with a Difference Working by Our Credo

  22. How will you help patients with-- - understanding compliance with Hospital policy regarding family & visitors - unspoken concerns of patients - limited English proficiency - culture/customs about healthcare Deliver Service with a Difference Working by Our Credo

  23. Common Pitfalls…. Interpreting is more complicated than you expect. It’s NOT something anyone can do. Clarify understanding with repeating back to you. Translated written materials must be examined by someone competent to speak and read the language being translated to. Literal word for word translation may not communicate what you are intending. Communicate and involve the team. Deliver Service with a Difference Working by Our Credo

  24. C R E D O Opportunity to Take Ownership Working by Our Credo

  25. Individuals & departments around the medical center have unique challenges and make unique contributions in serving our patients. What challenges are common or unique to your department? Opportunity for Ownership Working by Our Credo

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