Client Services Flashcards
Which is more important, clinical expertise or patient experience?
Both important because they SAVE LIVES.
What is the Dignity Conserving Care?
ABCD
Attitude
Behavior
Compassion
Dialogue
What are some practices that help to develop client trust?
Making Moments Matter
Dignity Conserving Care
Teach Back
RESPOND
RELATE
NOD
What is the Swartz Centre?
A centre to preserve and protect the human connection in health care and strengthen the relationship between patients and caregivers
What is Patient and Family centered health care?
An approach to health care that shapes policies, programs, facility design, and staff day-to-day interactions. It leads to better health outcomes and wiser allocation of resources, and greater patient and family satisfaction.
Explain the components of “Making Moments Matter”
Building trust with patients through human connection
“Please Respect Me”
- Welcome them, be sincere, introduce yourself, acknowledge waiting patients
Building trust with patient interactions and human connection and body language.
“Please Listen To Me”
- Listen for physical complaints
- For feelings/values
- Be an attentive listener
“Please Don’t Confuse Me”
- Explain in plain words
- Teach back
- Repeat yourself
“Please Involve Me in My Care”
- Ask them questions (history, their experience during exam, do they have questions, do they want someone with them)
What is NOD?
Name - Say your name
Occupation - Say occupation
Duty - Say your duty
