BACK TO THE BASICS
Provide an example of a time when you witnessed the value “compassion” in the workplace.
Example from staff
How do patients rate their care at Brooks?
By filling out a patient satisfaction survey upon discharge. We strive for EXCELLENT.
"Very different from the hospital. Their bedding (blankets) are non existent. They had they the whit cotton blankets but no blanket or cover for the top of the bed. Also at times the phones/call bell just goes off for long lengths of time and at times people at sitting at the desk. This is the worse after 9 and continues for at least a couple hours."
What could have been differently?
What is the first thing you should do before entering a patients room?
Knock.
Wait for a response and ask for entry
What are the questions under the discharge section on the patient satisfaction survey? Name at least one
1) How would you rate how well your discharge needs were met?
2) Did your stay prepare you to return home?
"The general attitude seemed to be who does the least amount of work. The place seemed sad overall, dark, and gloomy. Staff was unhappy. "
How does the patient feel?
What could have been differently?
What is the first thing you should do once you have entered the patient's room?
Introduce yourself and your role. Explain the reason for your visit. Engage each person in the room.
What do you do when a patient or family member expresses a concern to you?
Always elevate
“When there are staffing changes, I have to re-educate staff on my health needs. The kitchen has not changed my breakfast order despite the changes I make on the form.”
How did the patient feel?
What could have been done differently?
What is our patient satisfaction survey moto? We strive to provide...
Excellence in care!
What is service recovery?
It is a proactive approach to feedback and resolving concerns while they are in our care.
"No organization - Between each area - Schedule each day was confusing the way it was written - Nurses and therapy stepped on each other and caused loss of therapy time.”
What could of been done differently?
What is the does ART of Caring stand for?
A - Acknowledge
R - Relationship/Rapport
T - Thank
Why is follow up and communication important?
Builds trust and avoids frustration with patients and family members. We help them with their needs efficiently and correctly.
“Feel that some of the staff's attitude is poor and doesn't care. But overall the staff is very nice.”
How did this patient feel?
What could have been done differently?
How do YOU explain discharge plans or provide training to patient/family?
Staff Example
Early caregiver training
What matters most to our patients? 3 things they are looking for from us
1) Compassion connected care
2) Communication keeping them informed
3) Discharge preparation and training
Staff member "I already told you"
How would this make you feel if you were the patient?
What could have been done differently?