A WINK WILL MAKE YOU THINK…

NO PASS ZONE 2013

Upon completion the learner will be able to:

• Understand what the "No Pass Zone" expectations are and how to assist a patient in order to provide the best service for them. • Establish a “No Pass Zone” in areas where patients are treated. • Teach employees how to acknowledge a patient’s request for help.

This WINK should be completed by: All BHSF employees working at South Miami Hospital

SMH has a culture of caring and compassion The ”No Pass Zone” is a Studer proven best practice that takes us

to the next level

It is the right thing to do

We already stop and assist anyone who looks lost; the No Pass Zone takes this idea to the bedside.

If every employee makes an effort to stop and assist a patient or family member when the call light is on, the patient sees that the entire hospital cares about their needs.

• Knock on the door before entering and ask for permission to enter.

• Use alcohol hand rinse located near the door.

• Introduce yourself including your department.

• “I notice that your call light is on, is there anything I could help you with?”

• Listen to the patient’s needs (see the Do’s and Don’ts on the next slide) and decide if you can help or locate someone who can.

Do help patient with: • Picking-up dropped items • Closing the door • Moving a trash can or tray table • Opening or closing blinds • Changing the channel on the TV • Finding or handing them call

bell or telephone

If you solved the issue you may turn off the call bell if you know how…otherwise let it ring and return to what you were doing.

Don’t: • Enter if there is a “STOP” sign • Touch the patient • Give the patient food or water • Go through personal items,

even at their request • Assist them out of bed

If you cannot assist: • Tell the patient “Let me find someone to help you.” • Go to the desk (nurses station) and tell the unit clerk the

patient’s need. • Return to the room to tell the patient that someone will be

there shortly, you may return to what you were doing. Use alcohol hand rinse again on the way out.

• Once a patient presses a call light button he or she is immediately watching the door!

• Family members or guests standing by a patient’s door may be a sign that the patient needs help. You should ask!

• Positive patient perceptions are influenced by how responsive we are to their needs

• The answer “Always” is the one that counts on the HCAHPS survey. We want the patients to say their call light was always answered promptly.

• Anyone can answer a call light

Do not pass a patient room when a call light is ringing. Demonstrate your caring and compassion by:

• Knocking on the door before entering

• Asking for permission to enter

• Introducing yourself • Saying to the patient “I noticed that your call light is on, how may I help you?”

LISTEN! Actively listen and make eye contact with the patient and get them the help they need.

Congratulations! You have successfully completed this course.

Please provide us with your valuable feedback in the brief

evaluation so that we may continue to improve our courses.

The evaluation is not required for successful completion of

this course. Thank you! HR Learning Management