Patients
When can you initiate a new order for a patient?
What is after you have made sure the patient/family would like that order requested.
co-worker misses a piece of equipment on worxhub?
What is lateral communication
Supplies to a patient's home
What is leaving only enough to get to the next visit and not a month supply?
Service that makes sure patients and families are ready ahead of a situation
What is anticipation
Provides guidance to team members about the documentation process.
What is a quality of a high functioning team member
Patient reports being unhappy with care
What is a complaint?
Co-worker missed a piece of critical assessment for an admission
What is lateral communication
Gloves
What is an expensive supply that we are now providing in baggies in smaller qualities.
Follow up when we haven't met the expectations of a family.
What is service recovery
Competing, Collaborating, Avoiding, Accomodating
What are Conflict management styles
Saying "I'm sorry" and not blaming a team member or contracted entity
What is Service Recovery?
Co-worker regularly misses the same piece of documentation and has been notified of the miss multiple times
what is ladder communication
Bath wipes vs white pack wipes
Throwing a staff member or contracted entity under the bus.
What is a behavior that will not be tolerated when there is a service failure
What is a big fear for most of our team?
What are conversations that are perceived to involve Conflict?
What is something we need to call for permission on?
What is medication delivery?
You receive a complaint from a family
What is ladder communication after you have expressed "I'm sorry" to the family.
Time management, appropriate visit length, and planning of day
What is accountability to be a good steward
What are 3 things we discussed that we can anticipate for families?
what are ________, ____________, and ___________
common pitfalls of team work
Disipline-ism, lone-ranger-ism, and martyr-ism and our added defintion of territorialism.
What is our role as a hospice team?
What is to empower the families to learn to care for their loved ones
Discussion with a HHA on changes in their careplan or missed tasks.
What is Chutes communication
An ethic that embodies responsible planning and management of resources.
What is stewardship
What is our organizational response to service failures
Hard on systems, soft of people.
5 star rating, high visitation rate at end of life, CAHPS conquerors
What is the IDG team of Meadowlark Hospice!!