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CPXP April 2019 > CPXP April 2019 MW > Flashcards

CPXP April 2019 MW Flashcards

1
Q

Health Literacy 4 Strategies

A
  1. Plain Language
  2. Clear and Simple
  3. Cultural Respect
  4. Offer and Confirm Understanding

An individual have the capacity to obtain, communicate, process, and understand

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2
Q

Total Performance Score (TPS) -VBP

A

Clinical Care
Safety
Person & Community Engagement
Efficiency & Cost Reduction

Ties Medicare payment to performance measures

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3
Q

LEAN

A

Integrated principles and tool developed by Toyota. Eliminates Waste
Focus on effectively delivering value
Continuous incremental improvement and respect for people.
Focus on customer/stockholders

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4
Q

PDSA

A

Plan, Do, Study, Act
LEAN

Testing a change in the real work setting- action orientated learning

Designing the plan for a change, implementing that plan, reviewing the outcomes and other associated days to see how closely the plan achieved the desired result, Just think the plan based on what was learned, beginning the plan do study act process again by designing and updated plan

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5
Q

Total Quality MGT (TQM)

A

MGT Approach. All organization members participating in improving processes, products, services and; culture in which they work. Long term success through customer satisfaction

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6
Q

Six Sigma

A

Views all work as a process that can be measured, analyzed, improved & controlled. Eliminates defects improves quality.
A defined and disciplined business methodology to increase customer satisfaction and profitability by streamlining operations, improving quality and eliminating defects in every organization-wide process. reduce operational costs. Take next level

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7
Q

DMAIC Six Sigma

A

Define, measure, analyze, improve, control - Qualitative & Quantitative approach

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8
Q

Outcome Measure

A

Reflects the impact of the healthcare service or intervention on health status of patients.
Ex: Mortality rates & rates of infection
How does the system impact the values of patients, their health and wellbeing? What are impacts on other stakeholders such as payers, employees, or the community?
For diabetes: Average hemoglobin A1c level for population of patients with diabetes
For access: Number of days to 3rd next available appointment

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9
Q

Process Measure

A

Are the parts/steps in the system performing as planned? Are we on track in our efforts to improve the system?
Indicates what a provider does to maintain or improve health
The % of people receiving preventive services such as, mammograms or immunizations.

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10
Q

VBP

A 
Clinical Care 
Safety 
Person & community Engagement 
Efficiency & cost reduction
25% each
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11
Q

Shift

A

6 or more consecutive points above or below the median

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12
Q

Trend

A

5 or more increasing or decreasing points

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13
Q

How do you communicate data analysis outcomes & plans?

A

Communication
Key driver & vendor resources
Why data points are important
Stakeholders understand their important role in improvement
positive trends generate ideas on solutions to improve

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14
Q

PFAC Sponsor

A

Leader in the organization who supports & promotes the PFAC. Ensures greater buy-in from staff.

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15
Q

Triple AIM

A

Improve PE, Improve Health Populations, reducing per capital cost of health care

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16
Q

PFAC

A 
When healthcare works together across the continuum.
Patient Family Advisory Council 
80/20
Planning, delivery, evaluation of HC that is mutually beneficial among providers, patients, and family
Ex:
Patient and family experience 
How care is delivered to patients
Materials give to patients and families 
Facility design
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17
Q

How does effective communication impact the patients experience

A

Patients and family feel they are listened to, supported, understood, and validated.
Promotes trust
Improves quality of care
Improves outcome

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18
Q

RIPC

Patient family centered care

A

Respect
Information sharing
Participation w/ patients & families
Collaboration

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19
Q

Sympathy

A

Verbal & nonverbal - expression of feeling sad or dismay

Attached connected

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20
Q

Empathy

A

Understanding & connection with one another, while remaining somewhat detached

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21
Q

Shared Decision Making (SDM)

A

patients & provider make decision together.

take into account best clinical outcomes available

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22
Q

Culture

A 
Collective programing or wiring of the human mind that distinguishes the member of one human group from another through behavior 
Self-worth
esteem
thoughts
communication 
action
beliefs 
values 
Guides decision making
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23
Q

REGARDS (diversity)

A 
Race
Ethnicity
Gender
Age
Religion
Disability 
Sexual orientation
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24
Q

Health Literacy

A

Individual can obtain, communicate, process, and understand basic health info and services to make appropriate health decision 12%

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25
Q

Impact of Health Literacy

A

Skip preventive care measure (PAP, flu shot, mammograms)
enter sicker
less knowledge of illness
increased hospital visits

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26
Q

Ordinal Data

A

Non numeric satisfaction
similar yet categories can be ranked
Very poor, poor, good, very good, excellent
Think order
Order of value is most important , difference between each is not known

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27
Q

Nominal

A

Qualitative

Categorized according to descriptive information labeling variables.
Gender, hair, black, white
Think NAME

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28
Q

Ethnography

A

Qualitative research that allows a trained observer to observe and document.
Studies the patients experience
Part of experience based co-design

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29
Q

Frequency of distribution

A 
Distribution of scores w/in class of intervals
Displays the number of observations within a given interval 
Used in a Histogram-show normal distribution (falls in the middle)
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30
Q

Variance

A

The square of standard deviation plus another measure of a distribution spread or dispersion

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31
Q

Validity

A

Quality of a test

Measures what is say it does

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32
Q

Interoperability

A

Computer systems or software to exchange & make use of information

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33
Q

Exp based design (EBD)

A

Methods focused on understanding the experience and emotions those involved in receiving and delivering health care services
design better exp for all pt. and staff.

Capture, understand, improve and measure

34
Q

Exp. based co-design

A

Gathering experience from pt. & staff through in-depth interviewing, observations, group discussions, identifying KEY TOUCH POINTS.(EMOTIONALLY SIGNIFICANT POINTS). Assigning positive and negative feeling

35
Q

Descriptive Statistics

A

Values that describe the characteristics of a sample or population

36
Q

Affinity Diagram

A

Organized large number of ideas into their natural relationships.
Ex: sort comments into topics
Post-it into themes

37
Q

Run Chart

A

Graph of data over time. Most important tool when accessing change.

38
Q

Grievance

A

written or verbal regarding patient care, abuse or neglect, or issue related to the hospital that takes more than 24 hours to investigate, address, and communicate back to patient.
Must respond in 7 days and close grievance in 30 days
It is resolved when the patient is satisfied .

39
Q

IHI

A

IHI- Institute for Healthcare Improvement established
1991
Promotes a methodology that uses PDSA to make small tests of change that, once measure, and updated can lead to wide spread change.
IHI questions:
What are we trying to accomplish? (AIM)
How will we know that a change is an improvement? (measure)
What change can we make that will result in improvement? (idea)

40
Q

Static

A

Inform me - hospital website

41
Q

Transactional

A

Engage me -EHR patient portal

42
Q

Interactional

A

Empower Me - Social media & enterprise portals

43
Q

Self-Management

A

Partner with me- digitals scales, telehealth

44
Q

Interoperability

A

Support my e-community - health information and exchange

45
Q

Coaching
Employee and coach must agree on the action item and timeline
Create an emotional bond.
Successful coaches consistently display a genuine desire to assist the employee to achieve the goal
What is the 4 step process?

A

Prepare-observations and validation
Discuss-skills and performance using open ended questions and active listening
Coach- to set expectations
Follow-up to validate progress is occurring and provide feedback and engagement

46
Q

What are the elements of successful coaching?

A

The coach he must believe that the coach wants them to succeed the coach must create a safe and professional environment.

Create an emotional bond
-Technical help, individual challenge, personal support

47
Q

Characteristics of a servant leader (HEAL)

A
  • Listening
  • Empathy understanding others feelings in perspective
  • Healing emotional and spiritual health
  • Awareness and persecution – do you understand my own values feelings, strength and weakness
48
Q

Emotional attunement

A

An over arching principle of action and extraordinary patient experience. We must have the capacity to read a situation and grasp the emotional tone. nonverbal communication

49
Q

Linear communication

A

Information/communication is transmitted from center to receiver. Relayed through the five senses sight smell and taste hearing touching. Risk equals false assumptions about needs and concerns/no validation

50
Q

Circular transactional

A

Takes into account the context of communication and it’s circular involving mutual giving and receiving
Psychological contacts
Cultural Contacts personality
Relational contact volume touch, eye contact
Environmental context cold room versus comfortable room
Situational contacts location home office

51
Q

Four step process of developing a patient experienced strategic communication plan

A

One: assess its current state. Where are we now? How are we doing
Two: reviews critical documents. Where are they and what do they say
Three: identify gaps in policy. Make note to add info and identify documents and process owners
Four: create communication plan

52
Q

Who approves the grievance process

A

Governing Body

Responsible for effective operation of the grievance process

53
Q

When did CMS begin collecting HCAHPS Data?

A

2006

54
Q

Patient Family Centered Care PFCC

A

Planning, delivery and evaluation that is grounded in a mutually beneficial partnership Among healthcare providers, patients, families.

Re-defined the relationship and healthcare by placing an emphasis on collaborating with people of all ages, at a level of care, and in all healthcare settings

Goal is to her about the health and well-being of individuals and families and to maintain their control

55
Q

Patient and family advisor

A

Patient and family of advisors are individuals who have received care at your hospital and who offer insight and input to help hospitals provide care and services that are based on patient and family identified needs rather than assumption of clinicians are other hospital staff

56
Q

Cultural sensitivity

A

Recognition that there a difference between cultures. Reflected in the ways that different groups communicate, relate to one another and interact with healthcare professionals

Cultural sensitivity begins with the recognition that there are differences between cultures

57
Q

Proving information to stakeholder what does it need to be?

A

Evidence based and data driven

Analyzing the data we collect in identifying those opportunities for improvement that will give us the most bang for our buck, then going back and re-running the data to verify the fatness arbor effort is being data driven

58
Q

Central tendency

A

Mean median and mode

A measure of central tendency is a single value that a tamps to describe a set of data up identify the central position with in that set of data

Interval ratios

59
Q

Mean

A

Average this is particularly useful in looking at trending over time. It helps to minimize the peaks and valleys, or sawtooth effect of performance improvement efforts or what’s called normal variation. The downside of the mean is that it can be pulled up or down by extreme values In a smaller sample

A type of average were scores are some in divided by the number of observations

60
Q

Quantitative data discrete and continuous

A

Discrete is something you can count

Continuous data is something that you measure

61
Q

Direct correlation

A

The values of both variables change in the same direction

62
Q

Indirect correlation

A

The values of both variables change in the opposite direction

63
Q

Histogram

A

A graphical representation of a frequency distribution. Frequency of distribution how often each value occurs

64
Q

Apply the key elements for successful in sustained change

A 
Establish a sense of urgency
Create a guiding coalition
Develop a vision and strategy
Communicate the change vision
And power broad-based action
Generate short term wins
Consolidate Gains and producing more change
Anchor new approaches in the culture
65
Q

Gemba

A

The place where value is created

Gemba Kaizen is a Japanese concept of continuous improvement designed for enhancing processes and reducing waste

Look at The process and the flow and not Soley focused on the end result

66
Q

Health literacy age level

A

5th grade or below

67
Q

Autonomy-Ethical respect

A

Respect the uniqueness and dignity of each person

68
Q

Ethics-non maleficence

A

Prevent harm and removal of harmful conditions

69
Q

Ethics- beneficence

A

Act to remove harm and prompt benefit

70
Q

Justice-ethics

A

Treat individuals equally

71
Q

Communication model

A

Engage, empathize, educate, enlist

72
Q

Coaching create an emotional bond

A

Technical help
Dividual challenge
Personal support

73
Q

Organizational change

A

first, there must be awareness of the need for change.

Culture plays a significant role

74
Q

Change catalyst

A 
Burning platform or threat
Passion to be better
External restructuring
New facilities or technologies
Visionary leadership
75
Q

Strategic planning

The strategic plan is the —— that guides the hospital operation to its —-

A

Map and vision

Links with the organization does (the mission), where the organization is going (vision) and how the organization will get there (the values)

76
Q

Median

A

The point at which 50% of the cases in a distribution fall below and 50% above

77
Q

Mode

A

Most frequently occurring score in a distribution

78
Q

Impact of PE

A

Patients and families feel listen to, supported understood and validated
Promotes trust
Proves quality of care
Improve health outcomes

79
Q

Why do we use empathy and sympathy

A

Relieved suffering and distrust for patience, communicating affectively throughout the stages of illness, Dennis Sherrill respect for the desire of the patient and family during the healthcare decision making process, relating to and acknowledging the patient as a whole person not just a condition or disease

80
Q

QAPI

A

Quality Assurance
Performance Improvement

Data driven approach to maintaining and improving safety and quality in nursing homes while involving nursing home caregivers in problem solving

CPXP April 2019 (1 decks)

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