AIDET
What does AIDET stand for?
What is Acknowledge, Introduce, Duration, and Thank you.
What PI projects are Food Service working on in 2019?
1. Coffee Cart
2. Vegan Meals
3. Explore Use of Diet Restrictions
What does HCAHPS stand for and what does it measure?
Hospital Consumer Assessment of Healthcare Providers and Systems - measures patient's perspectives of care they received.
What Does LGBTQ Stand For?
Lesbian
Gay
Bisexual
Transgender
Queer/Questioning
How do you determine if your patient needs interpreter services?
If the patient/family request an interpreter and/or if the patient's preferred language is anything other than English, a qualified interpreter for healthcare is needed for critical moments of care.
What behaviors does Acknowledge and Introduce focus on?
Courtesy and respect
What can your team contribute to improve the "quiet at night" HCAHPs question?
1. Educate Staff
2. Provide Real Time Feedback
3. Coordinate with Facilities to have Equipment Oiled
HCAHPS Scores are reported as the percent of patients who responded.....
most positivity (always, strongly agree, definitely yes, 9's & 10's) = TOP BOX
Why are patient's who are in the LGBTQ community hesitant to seek healthcare services?
- Fear of being treated differently / discrimination
- Concerned that healthcare workers will lack knowledge about their lifestyle
If the patient feels they were discriminated against or their care was negatively impacted due them having a language barrier, they can file a complaint with these organizations.....
- the hospital (would be considered a grievance)
- Office of Civil Rights
- Department of Health
- The Joint Commission
Give an example of Duration
....
What can your team contribute to improve the "responsiveness of call bell" HCAHPs question?
1. Audit call bell response
2. Reinforce No Pass Zone
3. Provide real time feedback to coworkers
Name at least 2 reasons why HCAHPs scores so important.
1. Public reporting of scores can impact patient's perceptions and choice when deciding what hospital they would like to use for their healthcare needs (www.hospitalcompare.gov)
2. Potential downstream impact on revenue (not recouping as much government reimbursement as we have the ability to)
3. Patient and Employee Engagement go hand in hand
What sex roommate would you place a transgender patient with?
No Roommate - Private Room
Give examples of 3 patient interactions when interpreting services should be used:
1. Obtaining the patient's medical history
2. Obtaining informed consent or permission for treatment
3. Diagnosis of the ailment or injury
4. When discussing treatment & plan of care
5. Discharge instructions and transition of care
6. Communicating with family in their preferred language
Why do we use AIDET?
Increase patient compliance, decrease anxiety, build trust and improve the patient experience and outcomes
What are Nursings Fab 4?
1. RN Courtesy & Respect
2. Call Bell Response
3. Quietness
4. Medication Side Effects
Name at least 3 HCAHPS Domains and a performance improvement project we are working on that would impact this domain.
1. Comm w RN
2. Comm w MD
3. Responsiveness
4. Environment
5. Comm about Meds
6. Comm about Pain
7. Discharge Information
8. Care Transitions
9. Global - Rating & Recommend
What is our process for providing identification bands to our adult transgender patients?
Patient identification bands is printed with information obtained from patient's photo identification. Additional identification band (without bar code) can be printed with patient's preferred name & gender OR patient's preferred name & gender can be written over the original information.
If the patient feels they were discriminated against or their care was negatively impacted due them having a language barrier, they can file a complaint with these organizations.....
1. Montefiore Nyack (would be treated as a grievance)
2. Department of Health
3. The Joint Commission
4. Office of Civil Rights
I am a patient who is upset that there has been a delay in care (ex - medication administration, call bell response, going for a test). Role Play AIDET to address my concerns and ease my anxieties.
....
What PI projects are the ED working on in 2019?
1. ANM Length of Stay Rounding
2. ED Leadership Employee Rounding
3. Charge Nurse Rounding During Peak Times
4. "Hugs Before Drugs" - to enhance non-pharmacological therapeutic techniques for pain management
5. Suboxone
What is the 2019 Hospital Service Goal?
To achieve a 53.6% Top Box response by received date of 12/31/19 for the HCAHPS question "likelihood to recommend."
What is our process for providing identification bands to our pediatric transgender patients?
Parent/Guardian can provide their photo identification and request that name/gender be changed. Patient identification band with this information will be provided to patient.
What equipment/methods of communication are available for our patients or visitors who are deaf?
1. ASL on VRI iPad
2. Arranging for an in-person ASL interpreter to come to the hospital
3. Personal whiteboards/pen & paper