Important of Communicate With Patient and Families and Each Other

The Patient and Family Engagement module of the Comprehensive Unit-based Safety Programme (CUSP) Toolkit. The CUSP toolkit is a modular arroyo to patient safety, and modules presented in this toolkit are interconnected and are aimed at improving patient rubber.

Contents

Slide ane. Cover Slide.
Slide 2. Learning Objectives
Slide iii. The Patient's Hospital Experience¹
Slide iv. Patient- and Family unit-Centered Careⁱⁱⁱ
Slide 5. What is Patient Family Engagement¹
Slide 6. Who are Advisors and What do they exercise?
Slide vii. Characteristics of an Engaged Advisor^ane
Slide 8. Characteristics of an Engaged Advisor
Slide 9. How To Work With Patient and Family Advisors¹
Slide 10. How To Engage Patients and Families¹
Slide eleven. How To Engage Patients and Families (connected)¹
Slide 12. Effective Patient and Family Communication
Slide 13. The Importance of Constructive Communication
Slide 14. The Link Between Advice and Patient Safety¹
Slide 15. Communication Tips¹
Slide 16. Ideal Discharge Planning
Slide 17. What Is Ideal Discharge Planning?¹
Slide 18. Benefits of Platonic Belch Planning for Clinicians¹
Slide 19. Ideal Belch
Slide xx. What if an Adverse Event Occurs on the Unit of measurement?
Slide 21. Engagement Strategies
Slide 22. Introduction to Adverse Events
Slide 23. Immediate Response to an Agin Upshot^four
Slide 24. Next Steps in Responding to an Agin Issue⁵
Slide 25. How to Communicate About an Agin Event⁶
Slide 26. The Second Victim: Health Intendance Workers⁷
Slide 27. Summary
Slide 28. Tools
Slide 29. References
Slide 30. References

Slide 1. Cover Slide

Say:

The Patient and Family unit Engagement module of the Comprehensive Unit-based Safety Program (or CUSP) Toolkit focuses on an important topic: Making sure patients and their family members understand what is happening during the patient's infirmary stay, are active participants in the patient's care, and are prepared for belch.

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Slide two. Learning Objectives

Say:

In this module nosotros will:

• Explore the part of patient and family advisors in ensuring patients' and families' views are incorporated into hospital policies and procedures.
• Describe how to work with patient and family advisors as part of the CUSP team.
• Present tools to meliorate advice amongst patients, families, and clinicians; and
• Discuss how to communicate an adverse event to patients and family unit members.

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Slide iii. The Patient's Infirmary Experience¹

Say:

Co-ordinate to the Establish for Patient- and Family-Centered Care, patient-and-family centered care involves "collaborating with patients and families of all ages, at all levels of care, and in all health care settings. [Patient and family date] acknowledges that families, however they are defined, are essential to patients' health and well-being."

Core concepts of patient and family engagement include dignity and respect, data sharing, participation, and collaboration.

Dignity and respect

Health care practitioners mind to and honor patient and family perspectives and choices. Patient and family brand-up, knowledge, values, behavior, and religious and cultural backgrounds are incorporated into care planning and delivery.

Information sharing

Health care practitioners share consummate and unbiased information with patients and families in ways that are hands understood and address concerns or questions. Patients and families receive timely, consummate, and accurate information to participate in intendance and decisionmaking.

Participation

Patients and families are encouraged to participate in care and decisionmaking at the level they cull.

Collaboration

Patients, families, wellness care practitioners, and health intendance leaders collaborate in policy and plan development, execution, and evaluation, as well every bit in facility design, professional person education, and intendance commitment.

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Slide 4. Patient- and Family unit-Centered Careⁱⁱⁱ

Say:

The goal of patient and family engagement is to create a prepare of conditions where patients, family unit members, clinicians, and infirmary staff are all working together as partners to ameliorate the quality and safety of care. This partnership is important because health care quality and prophylactic directly affect patients and families. It makes sense that we should ask patients and family unit members to take part in changes and improvements.

On i level, patient and family appointment means providing day-to-day care experiences that welcome and appoint patients and families as members of the health care team. For example, care squad members tin provide opportunities for patients and family members to be involved in their intendance by:

• Making sure that patients and family members are invited to partner with their wellness intendance team throughout their stay
• Conducting change-of-shift study at the bedside so patients and families can participate
• Involving patients and families in belch planning and plans for safe care at domicile
• [Insert other examples of how your hospital provides opportunities for true partnership and engagement during the hospital stay]

On some other level, patient and family engagement means that patients and family members are involved beyond their own care as organizational partners, or advisors, for example, working with staff, clinicians, and leaders to ameliorate policies, processes, programs, facility design, and education for infirmary staff, clinicians, and trainees in the wellness professions.

Patient and family engagement is not:

• Getting patients and families to exercise what caregivers want them to. Information technology is a shared partnership where patients and care team members heed to each other and make up one's mind on the best plan of action.
• Getting patients and families to similar clinicians. It is virtually improving quality and safety by communicating and partnering more than effectively.
• Handing patients and families a brochure. A piece of paper alone will not appoint patients and families.
• Abandoning critical judgment. Clinicians work with the patient and family to help them choose what is correct for them. Clinicians bring clinical judgment to the table, and while this is of import, information technology is not the only perspective.

In addition to serving equally office of the CUSP team to provide their perspective, patients and their family unit members tin also be advisors to the hospital staff to improve policies and procedures.

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Slide 5. What is Patient Family Engagement?¹

Say:

Beingness aware of what patients face when they are in the hospital can help clinicians and hospital staff better understand a patient'south perspective.

• Hospitals tin can present a very unfamiliar setting, arrangement, and culture for patients.
• Patients may not understand the roles of unlike staff on their intendance team.
• Patients are often in pain and may feel vulnerable in the hospital.

Patients may exist hesitant to make requests of decorated staff.

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Slide 6. Who are Advisors and What do they do?

Say:

A patient and family advisor is a quondam patient or family member of a patient who is a collaborative partner at all stages in developing hospital policies, procedures, and practices.

Hospitals may utilise a formal process when they are ready to invite patient and family unit advisors to participate on hospital committees. For example, the hospital may recruit patient and family advisors through an awarding and interview process.

Patients and their family members are ready to go advisors when:

• They are willing to talk about their experiences constructively,
• They are prepare to work with people from different backgrounds who have different viewpoints, and
• They are willing to be discreet nigh the information they receive.

Including patient and family advisors from dissimilar cultures and those who practise not speak English language can capture the perspective from this patient demographic. If the hospital chooses a non-English-speaking advisor, it should supply a medical interpreter for all meetings the advisor attends.

For more data on an advisor's role and responsibilities, patients and family members who are interested in condign advisors tin can refer to the Am I Ready to Become an Advisor? tool, which is listed as one of several tools at the finish of this module.

Once a commission chooses a patient and family advisor, the commission leaders should work to create a safety, considerate surroundings for the patient and family unit advisor to share his or her experiences and opinions. Information technology is helpful to fix wellness intendance professionals to piece of work with advisors past explaining the counselor'due south office, contributions, and expectations for involvement. The commission leader may likewise need to help the patient and family advisor acquire ways to express the concerns of patients and families while existence respectful of the health intendance staff.

Advisors collaborate with hospital staff to develop patient- and family-centered policies and procedures. Infirmary staff members rely on the opinions of patient and family advisors and consult them when deciding matters concerning patient experiences, care delivery, educational materials, and facility design.

For more than information on how to partner with advisors, hospitals can refer to the Working With Advisors handout, which is listed every bit one of several tools at the cease of this module.

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Slide 7. Characteristics of an Engaged Advisorⁱ

Say:

When selecting advisors, call back about what other advisors have said are of import characteristics of effective advisors. Engaged advisors are respectful of others when sharing their experiences, listen well, share their views, communicate finer, inquire questions, and are prepared for disagreements

Listen well

Effective patient and family advisors are good listeners. They listen to the questions hospital staff ask and provide respectful, honest feedback. Advisors work with physicians, nurses, administrators, and support staff to ensure their contributions are received. Staff may use active listening and repeating back to validate that the information the counselor is trying to convey is understood.

Share views

Effective patient and family advisors are good listeners. They mind to the questions infirmary staff inquire and provide respectful, honest feedback. Advisors work with physicians, nurses, administrators, and support staff to ensure their contributions are received. Staff may use active listening and repeating back to validate that the data the advisor is trying to convey is understood.

Communicate effectively

Constructive communication ensures the best outcomes from meetings with the hospital staff and the patient and family unit advisor. Ensuring everyone understands the ideas being discussed volition contribute to successful meetings.

Enquire questions

Patient and family unit advisors need to feel comfortable asking nurses, physicians, and administrators questions, and the care team should experience comfortable asking the advisor questions.

Expect disagreements

Patient and family advisors, as well as infirmary staff, should be prepared to resolve disagreements tactfully and non take others' opinions personally..

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Slide 8. Characteristics of an Engaged Advisor

Do:

Play the video.

Inquire:

• How did Theresa approach the CUSP team?
• What insight did Theresa provide on the patient's experience?
• Does Theresa brand a practiced patient and family advisor? Why or why not?

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Slide nine. How to Piece of work With Patient and Family unit Advisors^ane

Say:

CUSP teams tin involve patient and family advisors in their work by:

• Inviting advisors to a CUSP meeting to participate as active guests on the team and asking them to share their thoughts during the meeting.
• Asking advisors to develop and comment on educational or advisory materials.
• Inviting advisors to talk at staff orientations and in-service programs most the care the patient and family received on the unit.
• Exploring the hospital and unit through the eyes of patients and their families by doing a "walk-most" with advisors.

These informal thought-sharing activities will help hospital staff proceeds a better understanding of the needs and attitudes of patients and their families during hospital stays.

Patient and family advisors offering insights that are different from the hospital staff's. They help the CUSP squad develop new priorities and innovative ideas that contribute to delivering high-quality, patient-centered intendance.

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Slide 10. How To Engage Patients and Families^one

Say:

Patient and family advisors can provide valuable insight on the best ways to communicate with and appoint patients and families during the hospital stay. How infirmary staff members communicate with patients and families tin can touch patient date. Simple actions, such as entering a room and assessing a patient, can touch on the patient's attitude about his or her care.

Inbound a room

Hospital staff should read the patient's chart earlier stepping into the room. Once they enter a room, they should:

• Make heart contact with the patient,
• Innovate themselves by proper name and role, and
• Introduce new people in the room past name and office and explicate what they will exercise.

Assessing a patient

When staff first assess the patient, they should:

• Ask how the patient prefers to be addressed,
• Place family members who are involved in the patient's care, and
• Invite the patient and family members to write questions on the white board to communicate with the clinicians.

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Slide 11. How To Engage Patients and Families¹ (continued)

Say:

Staff should enquire about and listen to the patient and family'southward needs and concerns. They should:

• Employ open-ended questions, not questions that can exist answered with a "yep" or "no";
• Try to see the experience through the patient's eyes;
• Mind to, respect, and act on what the patient and family say;
• Help the patient and family unit articulate their concerns; and
• Enlist the assistance of a translator for the patient or family fellow member when necessary.

Educating the patient and family unit

Staff should help the patient and family sympathise the diagnosis, condition, and next steps. They should:

• Give timely and complete information,
• Utilize plain language, and
• Invite the patient or a family member to take notes.

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Slide 12. Effective Patient and Family Advice

Practice:

Play the video.

Ask:

• How did the nurse address the patient'south and family fellow member's questions and concerns?
• What else could the nurse have washed to ensure effective communication with the patient and family unit fellow member?

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Slide thirteen. The Importance of Effective Communication

Say:

Communication among CUSP squad members and patient and family members is important to the delivery of high-quality, patient-centered care.

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Slide 14. The Link Between Communication and Patient Safety¹

Say:

Constructive communication and collaboration with patients and family unit members affects patient outcomes, patient safety, and perceptions of quality. If patients feel involved in their intendance, they will be more probable to follow their treatment plans and may experience meliorate clinical outcomes.

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Slide xv. Communication Tips^ane

Say:

When communicating with patients and their families, unit of measurement team members should follow the tips below to ensure their messages are communicated clearly.

Speaking slowly

Speaking slowly and clearly helps listeners sympathize the message without having to ask the speaker to echo content

Utilise plain language

Not using jargon and acronyms helps preclude miscommunication and makes patients and family members more comfy collaborating with staff.

Provide information

Sharing data with patients and their families alleviates stress and makes sure anybody is on the same page and has an opportunity to discuss the patient's care.

Give thanks the patient and family for raising concerns

Patients and their families must experience comfortable with calling attention to bug that arise. When hospital staff members accept concerns seriously, the patient and family likely volition be more inclined to carry out all aspects of the patient's care.

Invite questions

Patients and their family members need to experience comfortable asking questions. Staff members should ask patients and their families what questions they have to ensure an open line of communication exists.

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Slide 16. IDEAL Belch Planning

The following section discusses the Ideal Discharge Planning tool and how to use it in discharge planning. You lot can find more information on the tool in AHRQ's Guide to Patient and Family Engagement in Hospital Quality and Safety at http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/index.html .

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Slide 17. What Is Platonic Discharge Planning?¹

Say:

Platonic discharge planning calls for the CUSP team to begin engaging patients and families in the discharge process as soon equally the patient is admitted. Belch from the hospital to home requires successful transfer of information between clinicians and the patient and family to reduce the chance of adverse events and to prevent readmissions. IDEAL is a mnemonic device:

• I equals Include the patient and family as full partners.
• D equals Discuss with the patient and family the 5 key areas to prevent problems at home. These are:
  1. Describe what life at home will be like. Include the home environment, support needed, what the patient can or cannot consume, and activities to practice or avoid.
  2. Review medications. Use a reconciled medication list to talk over the purpose of each medicine, what to take, how to accept it, and potential side effects.
  3. Highlight alarm signs and bug. Write down the proper name and contact information of someone to call if in that location is a trouble.
  4. Explain exam results to the patient and family unit. If test results are non available at discharge, let the patient and family unit know when they should hear nearly results and place whom they should call if they have not heard the results by that date.
  5. Make followup appointments. Offer to brand followup appointments for the patient. Make sure that the patient and family know what followup is needed.
• E equals Eastwardducate the patient and family unit throughout the hospital stay.
• A equals Assess how well doctors and nurses explain the diagnosis, condition, and adjacent steps in care using the Teach-Back Tool.
• L equals Listen to and honor the patient'south and family unit's goals, preferences, observations, and concerns.

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Slide eighteen. Benefits of IDEAL Discharge Planning for Clinicians¹

Say:

Using the IDEAL discharge planning process helps ensure that clinicians, patients, and family unit members share a common understanding of issues and expectations related to discharge.

The IDEAL planning process:

• Improves the accuracy of data on the patient'south condition and belch situation.
• Reduces risk and liability.
• Demonstrates that hospital staff members consider patient perspective of import.
• Shows teamwork among infirmary staff.
• Improves patient and family intendance experiences.
• Reassures patients and families that they know what to exercise and how to practice information technology, and
• Prevents postdischarge complications and avoidable readmissions.

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Slide 19. Platonic Discharge

Do:

Play the video.

Ask:

• What components of the Platonic discharge planning process were captured in this video?
• What else could the health care team have washed to ensure the patient and family fellow member were involved?

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Slide 20. What if an Agin Result Occurs on the Unit?

Say:

Hospitals must also have strategies in place to appoint patients and families if an agin event occurs.

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Slide 21. Engagement Strategies

Say:

At that place are three appointment strategies that a CUSP team should consider:

• Planning and design
• Everyday care
• Later on an adverse effect

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Slide 22. Introduction to Adverse Events

Say:

Adverse events occur when a patient is harmed as a result of receiving medical care. Medical providers are committed to caring for their patients; nonetheless, adverse events can happen. When they practise, staff need know how to communicate with the patient and family.

Prompt, compassionate, honest, and accurate communication with the patient and family after an adverse result happens ensures they receive information they tin can use to chart their next steps.

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Slide 23. Immediate Response to an Adverse Result⁴

Say:

Each hospital has policies and procedures for actions to have after an adverse event occurs, and most involve working with a risk management professional. Immediately later on an adverse event, care providers :

• Provide intendance. Caring for the patient's concrete needs later on an result is the first step a provider must take.
• Report. Providers report the incident to the unit manager and the risk direction department following the infirmary'due south policies and procedures.
• Communicate. Providers communicate the facts of what happened and assure the patient and family that they will receive new information every bit information technology is discovered.
  • During the initial communication with the patient and family unit, providers should:
    • Communicate only relevant facts that are reasonably certain at the time considering further investigation and resolution may exist necessary.
    • Advise the patient and family that advice will be ongoing as follow-upward investigation occurs.
    • Advise the patient and family of a designated contact person for their questions and concerns.
• Document. Providers must document in the medical tape the facts of the incident and any intervention the patient received as a result of the incident. The discussion with the patient should also be documented. The documentation should include an objective description of the event, the patient's response to the event, and the care provided equally a result of the result.

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Slide 24. Adjacent Steps in Responding to an Agin Outcome⁵

 Say:

When an incident occurs, the infirmary will investigate and clarify it (east.g., a root cause analysis may be conducted) to determine if patient harm occurred. When the hospital determines that unreasonable care was provided, the following information should be communicated to the patient and family:

• An apology for any unreasonable care
• An caption of what happened
• A meaningful word of projected outcomes
• An early offer of remediation (such as waiving hospital bills) and compensation.

The hospital should apply information learned from the investigation to identify and implement arrangement and process improvement. It should runway, trend, and analyze necessary information for quality assurance and other identified purposes. The hospital should also establish initial and continual preparation requirements for professional, administrative, and support staff.

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Slide 25. How to Communicate Almost an Adverse Upshot^half-dozen

Say:

Patients and family members experience a number of emotions when an adverse upshot occurs. The care provider should speak slowly and employ clear linguistic communication. The provider should brainstorm with an alarm, such as, "I'm afraid I have some news I demand to share with yous" and then provide the data in a few short sentences. The provider should wait for a response. A hospital committed to transparency offers an apology that the incident happened.

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Slide 26. The Second Victim: Health Care Workers⁷

Say:

Adverse events are frequently system failures. Rarely does an agin event occur every bit a outcome of intent. Wellness intendance workers hold themselves to very high standards, and when an incident happens, they should request support from the hospital and their peers to regain their confidence. Hospitals today recognize that health care workers are the second victims of adverse events and often provide psychological back up through Employee Help Programs and Medically Induced Trauma Support Services after an incident occurs.

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Slide 27. Summary

Say:

• Patient and family advisors provide valuable insight about patient and family unit experiences and care delivery.
• Effective appointment and communication among patients, family unit members, and other members of the health care team can benefit health outcomes and patient and family satisfaction.
• Platonic discharge planning is an effective tool for ensuring patient and family member engagement and education.
• Organizations need to engage in strategies to address adverse events.

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Slide 28. Tools

Say:

In addition to the information presented in this module, CUSP tools are available online by visiting the AHRQ Spider web site: http://www.ahrq.gov/professionals/education/curriculum-tools/cusptoolkit/index.html.. The tools in this module will assist clarify the roles and responsibilities of advisors every bit part of the CUSP team and present communication strategies for patients and family members.

Am I Ready to Go an Advisor?

This tool provides a serial of statements to help someone determine whether or not they are ready to get an advisor. Sample statements include:

• I am willing to talk about the positive and negative care experiences I had equally a patient or family fellow member of a patient.
• If I had any negative experiences, I am coping well and am fix to respectfully share my ideas nigh how things could take gone differently.

Working With Advisors

This handout discusses the importance of working with patient and family advisors and ways in which an organization can engage patient and family advisors.

Exist a Partner in Your Intendance

This handout gives information about routine events and highlights tools the infirmary uses to talk with a patient and his or her family (e.thousand., white boards). It summarizes the principal action items from the other handouts for the patient, family unit, and clinicians.

Get to Know Your Health Care Team

This tool provides patients and family unit members with an overview of the roles and responsibilities of their wellness care team.

Care Transitions from Hospital to Home: IDEAL Discharge Planning

This class explains the components of a discharge plan and provides guidance for involving the patient and family members in the belch discussion.

SBAR

SBAR is an easy-to-remember, concrete mechanism that is useful for framing any conversation, especially a disquisitional word requiring a clinician's immediate attention and activeness. In phrasing a conversation with another member of the team, consider the following:

• Situation—What is happening with the patient?
• Background—What is the clinical background?
• Assessment—What do I think the problem is?
• Recommendation—What would I recommend?

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Slide 29. References

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Slide 30. References

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Source: https://www.ahrq.gov/hai/cusp/modules/patient-family-engagement/notes.html#:~:text=Effective%20communication%20and%20collaboration%20with,may%20experience%20better%20clinical%20outcomes.

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