Patient Complaints + Successful Ageing Flashcards
What is the purpose of the Health + Disability Commission?
To promote and protect the rights of health & disability services consumers. To secure fair, simple and efficient resolution of complaints relating to infringement of those rights
Who is involved under the HDC Code of Health and Disability Services Consumers’ Rights 1996?
All providers of health + safety both registered + unregistered. Involves individuals and organisations e.g. Hospitals/rest homes, natural therapists, acupuncturists, counsellors, caregivers
What happens first when a complaint is received?
Either referee to advocacy, to provider or to registration authority to get more information
What happens once more information has been received?
No further action (NFA).
NFA with follow up to talk about pitfalls in standard of care.
Clinical advice (from a peer to choose whether to investigate).
Investigation = secondary phase
What happens once there has been an investigation? If there has been a “breach of code”?
NFA
NFA with follow up
If there is a determined “Breach of Code” - recommendation or refer to director of proceedings
What is involved in individual sanctions? Due to what?
From Director of Proceedings referral.
Competence review
Individual apology
Review of Practice
What is involved in an Organisational sanction?
Audit
Staff education
Organisation apology
Review of policies/procedures
What are common issues for complaints?
Inadequate or inappropriate treatment/procedure.
Missed/incorrect/delayed diagnosis
Disrespectful manner/attitude
Unexpected treatment outcome
Inadequate/inappropriate examination/assessment/care
Delay in treatment
Lack of access to services
What are the Code of Rights (1-8 + 10)
1 = treated with respect (cultural/religious beliefs upheld) 2 = freedom from discrimination, coercion, harassment, exploitation 3 = dignity + independence 4 = services of an appropriate standard (comply with legal, ethical, professional standards + consistent with needs + minimise harm) 5 = communication (verbal, written, diagrams, gestures, signs) 6 = right to information (about condition, results of tests, honest + accurate) 7 = consent (right to have sufficient info + make an informed choice) 8 = right to have a support person present 10 = right to complain to a provider/advocate/HDC
What are the 9 components of the mental state exam (ABSTInence Just Makes People Cry)?
Appearance/Behaviour - whether well-kept, clothing, uncooperative, agitated, withdrawn
Speech = slow, quiet, rhythm
Thought = form of thought, ideas of reference, content of thoughts
Insight = patient’s understanding of condition and expectations from you
Judgement = clinical judgement
Mood = subjective (how patient feels) + objective (how you see it), range/depth, appropriateness
Perception = hallucinations
Cognition = screening tests
What is depression
Change in mood from baseline lasting over two weeks and impairing social/occupational/educational function
What is involved in a panic attack?
Feeling of dread + needing to escape. Feeling of being taken over + loss of control
Dramatic rapid increased HR, SNS activation, increased RR and blood shunted
Once finished = feel exhausted, fatigued + drained
What are the challenges faced with ageing? (4)
- Accepting a new + les potent self prompted by physical changes.
- Accepting loss of peers/spouses
- Loss of independence + role reversal
- Loss of sense of identity through retirement
What are the components of successful ageing?
A sense of disease/disability
Engagement with life = overall wellbeing
High cognitive + physical function
Centenarians
Elderly who are not worried or anxious + accept health problems. They rely on religious beliefs + are open to changes
