5 Diamond Patient Safety Program
Transcript of 5 Diamond Patient Safety Program
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5 Diamond Patient Safety Program
Decreasing Patient & Provider ConflictKeeping It Cool: Conflict Management
2008
•This presentation was collaboratively developed by the Mid-Atlantic Renal Coalition (MARC) and the ESRD Network of New England for the 5-Diamond Patient Safety Program.
The 5-Diamond Patient Safety Program is endorsed by the Renal Physicians Association (RPA) and American Nephrology Nurses’ Association (ANNA).
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Keeping It C L!
Created by Renée Bova-Collis, MSW, LCSW
July 2007
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Goal:To create an atmosphere that is both professional and comfortable for patients and staff.
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Why Does MARC Have to Stick Their Nose in It?
• Subpart U regulations– Quality Improvement– Complaints and grievances
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Network 5 Annual Complaint Comparison
0
10
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Abus
/Dis
rO
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Tran
/Dis
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nPr
o Et
hics
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/Fin
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sien
tTx
/Q
2003 n=902004 n=992005 n=1032006 n=143
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Guided Imagery Exercise
Adapted From 2005 NKF Clinical Meetings Presentation by Rick Russo, LMSW
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Common Triggers of Hostile Patient Behaviors• Ineffective Communication Skills• Frustration/Overwhelmed with Emotions• Perceived Disrespect/Belittlement• Perceived Loss of Control• FEAR
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What is DPC?Decreasing Dialysis
Patient-Provider
Conflict
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Create A Calm Environment
Open Yourself To Understanding Others
Need A Nonjudgmental Approach
Focus On The Issue
Look For Solutions
Implement Agreement
Continue To Communicate
Take Another Look
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PROFESSIONALISM
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Professional Code of Ethics
• Builds confidence• Accountability• Liability
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Merriam-Webster dictionary:
Professionalism is a way of exhibiting a courteous, conscientious and generally businesslike manner in
the workplace.
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“Most relationships don’t become screwed up because one person is doing it wrong. They become unhealthy because two people spin off each other.”
-Elizabeth B. Brown,
Living Successfully with Screwed-Up People
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Relationships: Personal vs Professional
• Purpose
• Balance of Power
• Focus
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Challenging situations are often the delayed result of
professional boundary violations.
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Becoming Personally Involved
• Sharing that shifts FOCUS from pt to professional
• Lose ability to respond objectively
• React emotionally
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Gifts• Unit policy against
giving/receiving of gifts
• Protects pts from feeling that they need to pay extra for quality
• Protects staff from feeling they need to give extra attention
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Showing Favoritism
Showing that you favor one patient over another, or facilitate a patient favoring you over other staff•Creates expectation that it will be done again•Expectation that other staff will do the same
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Dual Relationships
• Exchange of goods or services
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Fishbowl Effect
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Other Pitfalls:
• Flirtation• Inappropriate dress/language• Ordering/parenting• Having the last word• Threatening termination
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Malpractice: Watch your Malpractice: Watch your tone of voicetone of voice
• Little to do with mistakes or skill• Personal level
-from Medical Economics www.memag.com Aug 18, 2006
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Final Tips: How do you know if you are crossing a line?
• Allowed in other medical settings?
• Assist patient in care?• Can it be documented?• Willing to do for ALL
patients?
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Document. Document. Document.
• Just the facts, Ma’am• What, Where, When,
Why, How, Who• If it’s not documented…
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Healthcare workers are often nurturing and sensitive, thus
susceptible to the formation of intense personal relationships.