Hospital etiquettes and Mannerisms
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Transcript of Hospital etiquettes and Mannerisms
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HOSPITAL PRACTICES, ETHICS ANDETIQUETTES
Dr. Anil KayasthaSenior Consultant UrologyMedical SuperintendentFortis Hospital, Kangra
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VISION
"To create a world-class
integrated healthcare
delivery system in India,entailing the finest medicalskills combined with
compassionate patient care"
Late Dr. Parvinder Singh, Founder Chairman,Fortis Healthcare (India) Limited
Vision
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VALUES
Vision : Imbibe and share the vision.
Integrity : Lead through honesty and integrity.
Respect : Earn respect.
Trust : Gain patient trust.
Understanding : Commit to compassion, care and understandingunderstanding.
Own : Own quality excellence.
Uphold : Uphold innovation and continuous improvement.
Share : Develop and share success.
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KNOW OUR LOGO
A HEALING PASSION
The Logo defines our commitment to patient care.
The two hands that fuse seamlessly with a human form, express our
reassuring approach to healthcare. A constant reminder to all that patient-centric care is fundamental to our ethos.
Green is a color of healing and is symbolic of our steadfast focus:To ensurethe health and well-being of those we minister to.
Red colour, expressive of the dynamic zeal with which we strive to make it areality.
Never forget that the wellness of human lives is our raison d'etre
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CODE OF CONDUCT
This code is stated under the stewardship of the Board of Directors and Senior Management of the CompanyReflects our affirmation to the way we operate as an organization.It applies to all direct and indirect employees and associates of the company in all situations where the individual is seenas representing or being associated with the company.
Guiding Business PrinciplesWe will conduct our operations in an honest and fair manner with integrity and openness.We will respect, obey and assist the law of the land in letter and in spirit.We will respect human rights, dignity and legitimate interests of all individuals directly and indirectly associated with us.
We will provide a safe and healthy work and business environment to all persons directly and indirectly associated withus.
We will respect and protect the confidential and privacy rights of all persons associated with us.We will ensure the authenticity & veracity of our transactions and information. All activities (financial & non-financial) ofthe business will be fully captured and correctly reported reflecting the underlying transaction and ensuring thecompleteness and integrity of information.It must be recognized that we are a non-political commercial organization and all our activities and objectives will bedirected in furtherance of that purpose.
We will support and strengthen the organization towards attaining its objectives and avoid apparent and potential
situations of conflict of interest with these objectives.No form of direct or indirect personal benefit (including bribes or inducements of any kind or use of company property orposition) will be taken or given.
We will at all times ensure conduct, which sustains and enhances the global reputation and image of the organization.
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Hospital Practices
HOSPITAL POLICIESCode of conductPatient care
In-hospital behaviourConduct outside the hospital
ORDERS OF SUPERIORSDisciplineResponsibilityAccountabilityRespect
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OPD PRACTICES
Registration of the patientFirst interaction-Positive, pleasant, professional, prompt (4Ps)
Guiding the patientConsultation, waiting, investigations, billing, procedures, pharmacy,
escorting
Support and helpWheel chair, crutches, stretchers, physical support
Information and counsellingContact number, OPD days, timings, rate enquiries, procedure associatedinformation, facility information
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INDOOR PRACTICES
Admission related counselling
Documentation and maintenance of hospital records
Procedure related counselling, preparation andsending the patient for procedure at appointed time
Treatment related counselling, administration of
medicines
Handing over on shift change/documentation of jobs
done and pending
Leave the duty station only on being relieved
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Discharge and Follow-up Practices
The whole summary should be correctly written
chronologically along with investigations
The treatment schedule should be clearly specified
The Dos and Don'ts regarding medicine compliance, dietary
precautions, exercise and rehabilitation schedule should be
clearly specified
The follow up should be explained and endorsed stating the
time, place, date, doctor name, and any other follow-up
instructions/warning signs as advised by the doctor
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Ethics and legal issues
Hospital ethics is the act of informing and supporting a person so
that he can make the best decision possible for himself
Supporting Active roleInactive role
Active role: Assuring patients about rights and responsibilities in
making their choices;record maintenance & confidentiality
Non-active role: Refrain from: subtly undermining a patient decision,
disclosure of patient information
Health Providers: mutual protectors, facilitator and a co-ordinator
of patients rights and privileges
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Values in medical ethics
1. Autonomy: Right to choose or refuse their treatment
2. Beneficiaries:Act in best interest of the patient
3.Non-maleficience: First, do no harm
4.Justice: Concerns the distribution of the scarce health resources andthe patient decision of, who gets and what treatment
5.Diginity: Patient has to be treated with dignity
6.Truthfulness and honesty: Truthfulness of informed consent
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CAFETERIA/ALA CARTE APPROACH
The patient is explained the various optionsavailable during the course of treatmentwhich could be surgical /nonsurgical or waitand watch policy and he /she has the right tochoose the treatment as per his social and
economic considerations
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INFORMED REFUSAL
If the patient refuses to availtreatment/surgery/procedureeven after being well informedthat it is in his/her best of
interests and benefits, then takehis/her consent for refusal aswell
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UNSOLICITATED INFORMATION
Let the treating doctor explain to the patient about the disease,
course of action, treatment, complications and the likely
outcome.
Avoid guiding on your own
Always send back the patient to the referring doctor
The unsolicitated information is inadequate and out of sync
and adds to patients already existing turmoil(s), stress as the
information given to him may be misinformation or not the
desired information at that stage
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Hospital etiquettes and Mannerisms
Application of socially derived rules that can be flexibly applied
in real situations
Actingwith respect to individual, personal autonomy, warmth
and dignity
Displayof outward manifestation of good intent displayed in
personal manners, display of morally sound intent ( or at times
disguise a corrupt intent)
Dress
Manners
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Mannerisms
Spoken language
Choice of words
Soft and gentle
Should convey message with respect to thepatients
sentiments
Even if provoked, keep your calm and patience
In case the patient/relative is not manageable, take the help
of your senior/security
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Mannerisms
Body language Should reflect the calm, patient concern andprofessionalism.
Should exhibit empathy, sympathy and compassionwhich is Human Touch
Exhibit a positive and helpful demeanour
In case the patient/relative is not manageable,do not loose your patience
Always bear a pleasant and smiling upfront
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Mannerisms
Communication skillsAlways reach out to the patient with a positive and helpful
attitude
Talk to the patient with dignity, respect and composure,irrespective of the social and economical status of thepatient
Be thoroughly informed about what you are explaining tothe patient
Avoid overloading with information
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CONCEPT IN PATIENT CARE
A
C
B
D
Activity zonesA: PatientB: DoctorC: Nursing and
paramedical staff
D: Supportive staff
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The world does not move only by the strokes of
great heroes, but is an aggregate of small effortsof every honest worker which will helpaccomplish our goal of compassionate
Healthcare in supportive environment
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GREATEST JOY
IS A
THANK YOU
BY A HAPPY SMILING, SATISFIEDAND GRATEFUL PATIENT