Test 1 Flashcards
What does the IOM (institute if medicine) define patient-centered care as?
Providing care that is respectful of, and responsive to, individual patient preferences, needs and values, and ensuring that patient values guide all clinical decisions
what are the Eight Principles of Patient-Centered Care?
- respect for patient’s preferences
- coordination and interrogation of care
- Information and education
- physical comfort
- emotional support
- involvement of family and friends
- continuity and transition
- access to care
how do you respect for patients values preferences and expressed needs
- involve patients in decision making
- everyone has their own unique values and preferences
- treat patients with dignity
- respect their cultural values
- respect their autonomy (ask if they want help)
research found that the 8 practices are conducted to what?
a positive patient experience
how do people usually feel when faced with illness?
vulnerable and powerless
what are the 3 areas where care coordination can reduce these feelings of vulnerability?
- coordination of clinical care
- coordination of ancillary an support services
- coordination of front line patient care
when can happen between healthcare providers and patients when communicating?
patients can feel as though they are not being completely informed about their condition or progress.
what are the 3 most important areas of physical comfort for a patient?
- pain management
- assistance with activities and daily living needs
- hospital surroundings and environment
_____________ associated with illness and procedures can be as debilitating as the physical effects.
fear and anxiety
pay attention to anxiety over:
- physical status, treatment, and prognosis
- impact of the illness on themselves and their family
- financial impact of the illness
the involvement of family and friends can enhance the patients’ experience depending on what?
- providing accommodations for family and friends
- involving family and close friends in decision making
- supporting family members as caregivers
- recognizing the needs of family and friends
what could happen after a patient is discharged?
they may feel concerned about their ability to care for themselves
what does meeting patient needs require?
- understandable, detailed information regarding medications, physical limitations, e.t.c.
- coordinate and plan ongoing treatment and services after discharge
- provide information regarding access to clinical, social, physical, and financial support on a continuing basis
what can you help patients to know about care access?
- locations of hospitals, clinics, and physicians
- availability of transportation
- appointment availability and ease of scheduling
- accessibility of specialists
- clear instructions on how and when to get referrals
what are the steps to take control of your own healthcare?
- be informed
- ask questions
- push for answers
- keep a detailed record
- know your medications
- monitor your own body
when in communication successful?
only when the sender and the receiver understand the message in the same way
what are the types of communication?
- verbal
- non verbal
- written
what must you do before you speak?
- think of and prepare your thoughts
- practice what your going to say and how your going to say it
what is effective verbal communication?
- think before you speak
- practice how and what your going to say
- consider your tone of voice, rate of speech, and body language
- ask questions so patient understands
what is an important thing to keep in mind when communicating with patients?
Patients are relying on you, as a healthcare professional, to give them the information that they need and to prepare them for what is about to happen.
what can non verbal communication be defined as?
all stimuli OTHER than that of spoken word that communicates a message to another person
what are signs of good non verbal communication?
- appearance
- gestures
- facial expression
- postures
- eye contact
- para-linguistics (pitch, tone)
body movement
- what are your hands doing?
- are you shifting around?
posture
- how do you stand?
- do you slouch
- arms crossed, what are you doing with them?
eye contact
look at your patient but don’t stare
para-language
the sound of your speech rather than the content of it
appearance/presentation
- do you look like you work here?
- personal hygiene
facial expressions
- are you looking at your patient?
- are you interested in what their telling you?
physiological changes
- are you sweating or blinking a lot because your nervous?
- are you jittery? did you have too much coffee?
Humor
humor can be effective but must be used appropriately
culture differences
- Some things do not translate well over cultures
- Sonographers need to be aware of cultural differences in both verbal and non verbal communication
what is the goal of listening skills?
your goal is:
- gather accurate information
- understand the feeling and meaning of the message the patient has given you
is hearing the same as listening?
no
can we cut off a patient when their answering a question?
no, give them time to answer
what is the most common and effective mode of business communication?
written communication
what makes a safe work environment?
- policies
- protocols
- cleanliness
- know your surroundings
- emergency routes
- PPE
- enforcement (management)
what can you do to make sure that you work in a safe area?
know your role in an emergency situation
what is a slip?
when an action is carried out correctly, but was not intended
Ex) I mean to hit the gas, but I hit the break by accident
what is a lapse?
omission of an intended action due to memory failure
Ex) I meant to turn off the stove, but I forgot
what is a mistake?
(intended actions) an error of intention caused by a conscious decision in effort to solve a problem. An incorrect plan of action that is correctly executed
what is a rule-based mistake?
the rule that is used to solve the problem is not applied correctly
in rule-based mistakes what if the problem is not identified correctly?
wrong rule-based solution used
in rule-based mistakes what if the problem was identified correctly?
rule-based decision was applied incorrectly
what is a knowledge-based mistake?
a mistake that occurs due to incorrect or insufficient knowledge
what is a violation?
a deliberate deviation from safe operating practices where you make a decision to intentionally go against what you should be doing that results in harm or potential harm to someone
Giving the wrong dose of a medication while being distracted when preparing the drug.
slip
Intentionally giving a higher dose than necessary due to your personal opinion that the lower dose wont work well enough.
violation
Intentionally giving the wrong dose because you didn’t know the proper equation to calculate the amount needed
knowledge-based mistake
what are the 2 ways we can handle human errors?
- person approach
- systems approach
what is the person approach from a mistake?
- blame and shame
- assumption that the error is due to laziness, lack of skill, e.t.c
- punishment to eliminate error repetition
what is the systems approach from a mistake?
- acknowledgement that humans are fallible by nature
- anticipates human errors
- designs systems to decrease the risk of an error
- focuses on latent failures as opposed to active failures
root cause analysis
System based review of incidents to identify contributory factors in order to develop strategies to reduce the risk of recurrence
Failure Mode and Effects Analysis
Proactive technique that anticipates failures and deals with them before they occur, rather than reacting afterwards
Incident Reporting System
The documentation of actual or potential incidents in order to learn from our mistakes
Internal Audits
Periodic assessment of systems, processes and patient care outcomes
Safety Briefings
Daily briefings among staff to share concerns about potential issues
Complaint Management System
A way for patients to have their concerns dealt with efficiently and effectively
when do you file an incident report?
whenever an unexpected event occurs
what are some examples when you would file an incident report?
- patient complaint
- medication error
- medical device malfunctions
- someone is injured or involved in a situation where there was potential for injury
why do we bother with filing incident reports?
- method of learning from past errors
- jog your memory
- trigger a rapid response
- its your duty, if someone was hurt it could lead you to termination
what should you include in inident reports?
- date/time/location
- events leading up to the incident
- first hand information
- second hand information in “quotes”
- names of all involved and how they were affected
- response to the incident
- end result
what should you NOT include in your incident report?
- abbreviations
- your opinion or feelings
- blame
- proposed preventative measures
- hearsay
- don’t match report with colleagues
what are the different hazards in a healthcare environment?
- designated substances
- physical hazards
- biological hazards
- chemical hazards
- ergonomic hazards
- psychological hazards
what are 3 designated substances?
- biological
- chemical
- physical agent
physical hazards
heat, noise, and vibration, X-rays
biological hazards
- patients carrying germs
- work environment could have mold
- infection control can reduce this risk
what are some examples of chemical hazards?
- antiseptics and disinfectants
- chemicals used in labs
- detergents
- cleaners
- anaesthetic gases
ergonomic hazards
- lifting and transferring patients
- repetitive movements
- awkward positions for a long period if time
phycological hazards
- violence or aggression from patients
- shift work
- working with ill patients could be emotionally wearing
how can I be safer as a healthcare worker?
- know what hazards exist in your workplace
- use PPE
- participate in health and safety training sessions
- follow policies and practice safe work procedures
- report anything that you believe is unsafe for you or other workers
who can help create a safe work environment?
- managers
- yourself
- JHSC
- health and safety professionals
what are the 3 types of human errors?
- mistakes
- skill-based errors
- violations
