Patient Safety In A Changing Healthcare World The answer is in YOUR hands! 1 2 1
2 Million Patients a year contract Hospital-acquired Infections 3 Over 100,000 Patients a year die. 76,976 Record attendance on March 29, 2015 4 2
“We can't solve problems by using the same kind of thinking we used when we created them .” 6 3
7 New Perspective Traditional Thinking Obese Elderly Knee Replacement Delayed Diagnosis Smoker Sedentary Diabetes Chronic Illness Non-Compliant Back injury No English MRI Gout 4
Families are more ENGAGED than ever Strategies Programs Self Image Motives CULTURE Habits Values Beliefs 10 5
11 Great Teamwork Open Communication Fever, Pain & Nausea Things Began To Change Severe Pain, Increased Nausea, Swelling 12 6
Listening is the first step to Engaging Patients Patients know their bodies, listen to their concerns. August 19 th - Doctor makes a 2 inch opening 13 Protect Yourself and Others With PPE August 20th - Doctor & Mom open and pack stomach with gauze. 14 7
How Does YOUR Culture Affect the Patient Experience? Patient Safety is a TEAM effort! VS 15 Infection Continues To Spread. 16 8
17 Communication is more important than ever following an ADVERSE EVENT. DON’T shut the patient & family out! Answer questions and be transparent. 18 9
According to a 2010 AHRQ survey of hospital staffers 37% said they "are afraid to ask questions when something does not seem right." 19 Leaders Set The Cultural Tone . 20 10
WHAT’S WRONG WITH THIS PICTURE? A Culture That VALUES Safety 11
“Quality is never er an accident ident … it is always the result of high intention, sincere effort, intelligent direction and skillful execution.” ~William A. Foster 23 What can YOU do 12
Respect, Integrity & Engagement Start at the Top + = Administration Staff Patients Feel Respected Role-models Respect Feel Respected Feel Acknowledged Shows Genuine Interest Feel Acknowledged Believe Their Providers Care Makes Time for Questions Show Respect Trust Their Caregivers Gives Encouragement Show Genuine Interest Feel Safe Promotes Integrity Make Time for Questions Feel Free to Ask Questions Leads the Team Gives Encouragement Feel Encouraged Open to Feedback Embraces Teamwork Feel Like A Partner Hears Concerns Open to Feedback More Compliant Observes Environment Hears Concerns Better Outcomes Champion Patients SATISFIED CUSTOMER Perform with Integrity 25 26 13
Ways to Engage Patients & Families CLAS Encourage participation in appropriate nurse change of educational shift report materials Invite patients Involve patients in the Focus Groups Invitation to to participate policy review process with former participate on Advisory to ensure they are Patients on rounds Councils Patient-Centered Timely & genuine Classes on issues Invite patients to My Charts responses to important to sit on hospital Patient Portal concerns and patients committees complaints 27 28 14
Therefore, quality of service Patients may not remember Patients find it easier to may play a bigger role in their evaluate the quality of the what you told them, but they choice of facility, physician service they receive, than to will always remember how and practice. you made them feel. evaluate the quality of the care they receive. ~ Maya Angelou paraphrase 29 Everyone must Leaders must talk truly see the about it all the Everyone must be patient as a time – must be OPEN to patient partner with your engaged in the feedback organization and efforts in their care 30 15
When you're finished changing, you're finished Benjamin Franklin 31 It only takes a second to change a lifetime. 16
Discharge is just the beginning… 33 In a Culture of Chance 34 17
BE THE CHANGE You want to see! 35 The Cole Family Thanks You! www.ALICIACOLE.com Linkedin: AliciaRCole Twitter: @SafetyASAP Twitter: @MizCole2u 36 18
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