NAP APH Be Beyond the Ba Basic ics W Webin inar June 5, 2013 Mary P. Malone, MS, JD Carrie Brady, JD, MA
Introductions Importance of Words/Communication ◦ Hints to help with having conversations w/your team ◦ Description of exercises/discussions Ideas for use in your organization Comments, questions, critique
“The world does not require so much to be informed as to be reminded.” - Hannah More
Words make us human Words can change lives Words can hurt and offend Words come from the heart Word ords are are ch choic oices Urban, Hal. Positive Words, Powerful Results: Simple Ways to Honor, Affirm, and Celebrate Life. Fireside: Simon and Shuster. New York 2004. www.halurban.com Chapter Headings.
Joyful words celebrate life Affir irmi ming w word ords in inspire oth others & & ou ourselv lves Loving words build and heal relationships Gracious words show respect and gratitude Funny words make us laugh Urban, Hal. Positive Words, Powerful Results: Simple Ways to Honor, Affirm, and Celebrate Life. Fireside: Simon and Shuster. New York 2004. www.halurban.com Chapter Headings.
www.maloneadvisoryservice s.com
“Communication is the medium through which we deliver all care.” Irwin Press, Ph.D. “Our communication is our care.” Don Berwick, MD
Family presence guidelines or Visiting hours Waiting room or Hospitality area Late trays or Courtesy trays Do Not Resuscitate or Allow Natural Death Other favorites
Our Communication Is the Patient Experience (H- CAHPS and other CAHPS) Goals of Communication ◦ Decrease Stress ◦ Increase Trust ◦ Enhance the Therapeutic Relationship Isn’t this in Our Mission? Your mission? Communication as a core clinical competency Why shouldn’t we/you want to be the best in the world at communication? (Or at least better than we are?)
“Those idiots in transport” and my dad. Let’s be honest…..we already have “scripts” and some of them aren’t very good. ◦ We already have scripts – habits – verbal ruts. ◦ We have the power to make different word choices. ◦ Our word choices can change the patient experience. Dispelling the myths:
Certain, limited number of interactions might call for a very strict exact script. Some interactions might call for use of specific words. Most interactions can be scripted for content. ◦ The “chicken cacciatore” script. AIDET is really helpful tool to organize content. (So is WIG, or anything else.)
Hellos Goodbyes Transition/Handoff “Waiting times” Service recovery situations Areas of stress/concern to patients Anything that would help you!
It’s unprofessional. Feels artificial. Makes me a robot. I don’t have the time. It was designed to annoy health care workers. __________________________________________
Enhances patient/family experience Helps clarify/manages patient expectations Avoids potential misinterpretation Concentrates on known problem-areas Conveys your service philosophy (your brand) to patients and family Provides consistency in interactions Sets high service standards
Reinforces already service-conscious staff Develops structure for less service-savvy staff Provides a tool for handling difficult situations Engages and empowers staff Makes work easier – less rework __________________________________
Wound Work Wow! No problem. You’re welcome. It’s my pleasure No worries. I don’t know. I don’t know, but I’ll see if I can I don’t know, but it will be my find someone who does. pleasure to help you get the answer. Stick out your arm. I am here to take your blood. In order to get the right information about how you are progressing, I’ll need to take a blood sample. You can go home today. Someone will come in with some I am writing an order so that you paperwork and you will be can be discharged to your home discharged sometime today. today. There are about 10 steps to the discharge process (and we will check each one of this form as it is done.) You can expect the process will take 6-7 hours. It will be just a minute. The doctor/nurse/tech will see you The doctor/nurse/tech will be with soon. you in 25 minutes. (Truth plus 25%)
It was my pleasure taking care of your dad today. He’s a great surgeon and a really nice guy, too. My friends in department x/unit are going to take great care of you.
Orientation/everyone ◦ I don’t know ◦ Disappointed patient/family (use blameless apology) ◦ “Manage up” others Short-staffed and “busy” Realistic time expectations
Identify Words that Wound/Words that Work and Wow! Them Identify 10-20 Twenty Toxic Words/Phrases that no one should ever hear on our unit/department Find the “time words” and discuss (move to realistic time expectations (total visit time) What’s the question/situation that makes you most uncomfortable? Videos – Exaggerate, but teach and have fun Role Play/Skits (with fun props) Person on the Street interviews: What would you say? Employees Write Responses to Situations for Newsletters Service Mapping – Moment of Truth Exercises
Improved communication is one way to improve patient experiences and and employee satisfaction. Scripting is one way to improve communication.
Mary P. Malone, MS, JD mary@maloneadvisoryservices.com @ptsatexpert 574-876-3039 Carrie Brady, JD, MA cbradyconsulting@gmail.com 203-210-7484
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