Relationship Skills
Oprah is covering the front desk and has been having a difficult day with unhappy patients. It's okay if she just focuses on checking people in and not worrying about greetings. This situation violates this HRO skill.
What is offer a smile and friendly greeting
Norman has a patient that needs stitches removed but he hasn't done it in a couple years. He asks a co-worker who reminds him of the procedure steps, but Norman still looks up the procedure to be sure the information is correct. This is an example of which HRO Reliability skill?
Use and Adhere to Standard Work
HRO
What is High Reliability Organization?
Andy is drawing up a medication when Brad asks him a question. Andy asks Brad to wait just a second, completes drawing up the medication, then asks Brad what's up. This decision illustrates this HRO skill.
What is focus attention on the task?
Lara had an argument with her daughter before coming to work and is upset. She sees Maya on her way into the clinic who says hello and smiles. It makes a difference to offer a smile and a friendly greeting to all patients and co-workers.
TRUE
Pria is a new front desk person and forgot to click arrived after checking the patient in, so they waited longer then necessary. Pria notifies Ron, the CA, as soon as she notices her error. Ron knows mistakes happen and offers her support. This illustrates which HRO skill?
What is assume everyone is acting with the best intentions
These three reliability skills are part of speaking up and partnering for safety and reliability.
What are stop the line, cross check & 5:1 feedback?
STAR
What is Stop, Think, Act, Review
Carrie is way behind and needs to give flu shot to a family's 3 kids and their grandmother. Carrie wants to save time, but follows procedure and prepares and administers the vaccines separately and asks a co-worker for help catching up. This example illustrates this HRO principle.
What is use and adhere to standard work?
Harold has been a CA for 15 years. He tells you not to bother getting a patients weight this time. He is the resident CA expert and it is not necessary to question him.
False- Have a questioning attitude
This is the first HRO skill you do when you enter a patient room.
What is introduce yourself and your role
Part of using and adhering to standard work is understanding why we do it this way. This is called?
What is know why and comply
What is situation, background, assessment, recommendation?
Darrin has a regular patient that never gets a flu shot. Edna roomed him and told Darrin the patient wanted one. Darrin doesn't want to waste vaccine, so he stops in to verify with the patient before preparing the vaccine. This behavior illustrates this HRO principle.
What is have a questioning attitude?
Inez is very busy and another of her patients just arrived. She sees Jackie sitting at her desk and asks for help, but Jackie says she can't right now. Inez's best course of action is to believe that Jackie was involved in something and not available, and would be help if she could.
TRUE- Assume everyone is acting with the best of intentions.
Sally is expressing frustration about a cumbersome process to her co-worker, Talia. Talia finds the process efficient but gives support to her co-worker with this HRO skill.
What is listening and responding with empathy
Using this template can help you present an idea in an clear, organized way that is easy for others to understand.
SBAR- Situation, Background, Assessment, Recommendation.
PVSR
What is Patient Visitor Safety Report- in Riskconnect
Frida is assisting Dr. A giving support to a patient getting a steroid injection. Frida could have sworn the patient said left, but Dr. A is preparing to inject the right. The patient isn't not speaking up either so Frida asks if she can get some clarity and they step out of the room briefly. This situation highlights this HRO skill.
What is speak up and partner for safety & reliability
Karen is rooming a patient she has seen many times. Since they know each other, it's not necessary for Karen to introduce herself and explain her role.
FALSE- Always introduce yourself and explain your role
Ursula sees her co-worker Veronica struggling with some documentation. Ursula helps Veronica but it still doesn't seem like she understands, so Ursula asks if Veronica if she'd like to walk through it one more time. This illustrates which relationship skill?
What is encourage questions and gives you answers
It can be second nature to multitask or stop and start a task. If you have to go back to a task, this process ensures you didn't miss any of the steps.
STAR- Stop think act review
These are the two categories of HRO Universal Skills
What is Relationship Skills and Reliability Skills
Greta is working the front desk and a patient is very upset that her appointment was yesterday, not today. Greta took in all her feedback and expressed how sorry she was that the appointment was missed. Greta offered to get an available CA to speak to her about her immediate needs. These actions illustrate this HRO skill.
What is actively listen and respond with empathy?
Dr. C gives three fairly simple instructions to her patients who is nodding in agreement, but her eyes don't quite look like she gets it. Dr. C is busy and doesn't want to insult the patient by probing. It's the patients responsibility to ask for clarity.
FALSE- Encourage the other person to ask questions and give answers