parent concerned about daughter on the ward Flashcards
main assessment aims
listen to the concerns of a parent
gather history about the patient with first episode mania
psychoed regarding mania and associated risks
discuss immediate management plan
must discuss
apologise for not being told of the incident
respect the confidentiality of the other patient involved
conduct risk assessment specific to mania
provide details of both the incident and complaint management process
confirm mother’s understanding of the psychoed provided
explain purpose of HDU/PICU
justify the current use of practice that is not least restrictive
important, brief risk screening for manic patient
risk taking or impulsive behaviour
incidences of aggression
risk of self harm or suicide
specific risks associated with mania
heightened risk taking behaviour- vehicles, crossing roads without due care, swimming in unsafe situations, attempting to fly/jump
excessive spending, inappropriate generosiyt
excessive alcohol or drugs
irritability and aggression
disinhibited behaviour
socially disruptive
excessive and personally offensive sarcasm and rudeness that can damage interpersonal relationships
key principles of effective complaints management
- commitment to consumers and quality improvement
- accessibility
- responsiveness
- effective assessment
- appropriate resolution
- privacy
- open disclosure
- gathering and using information
- making imrpovements
natural justice
procedural fairness ensures the actions and decision making is fair and reasonable
external consumer complaint management organisation
office of the health ombudsman
first point of contact in privacy complaints
The privacy and confidentiality contact officers
know the information privacy act 2009
open disclosure standard
developed by Australian Council for Safety and Quality in Health care
OD is integral prt of clinical incident management in QLD health
all SAC 1 and SAC 2 or 3 when HHS executive determines a formal disclosure process needs to be activated.
complaints coordinator part of the OD team
open disclosure consultant
where to document complaints
information should be lodged in the consumer complaint management systemfor assessment and investigation
should be entered in to risk man
effective complaints management
addressing needs of consumer
improving consumer satisfaction with the management and resolution outcome
improving community confidence in HHS
supporting staff participation in the process and encourage better practices
reducing number of escalated complaints
identify service and quality improvement opportunities
resolving complaints at the first point of contact wherever possible
when investigating a complaint
establish purpose and scope of the investigation
develop a list of people to be consulted and interviewed
develop a list of documents and files to be reviewed
estimated date of completion
gather information from all people involved and document the findings
notify the relevant people and provide relevant info to people involved in the investigation
give those youre interviewing 24 hours notice
advise anyone being interview support person can be there
use LACE process- listen, acknolwedge, check, enquire
environment
remove physical barriers
identify all factors contributing to matter being investigated
check evidence is fatual
give all those affected oopportunity to respond
outline the findings of investigatioin, any factors that contributed to matter being investigate
contirubiting factors or root causesproduce findings as a result of the investigation process
a way to elicit information for an investigator
TEDS system
tell you about it
explain it to me
describe to me
show me
what is root cause analysis
useful in idnetifying factors that contribute to coomplaints, not about finding who did something wrong
