WEEK 10

Question 1

define harm

Answer 1

unintended outcome of care that may be prevented with evidence informed practises

Question 2

define patient safety

Answer 2

reduction of risk of unnecessary harm associated with healthcare to an acceptable minimum.

Question 3

what are the 4 types of harm?

Answer 3

1) health care and medications
Ex: bed sores or getting the wrong medicine

2) infections
Ex: surgical site infections

3)procedure-related
Ex: bleeding after surgery

4) patient accidents
Ex: falls

Question 4

what is the main cause of harm?

Answer 4

miscommunication as most errors are usually system problems and most errors are preventable

Question 5

define near miss

Answer 5

unplanned event that does not reach the patient. No harm was done to the patient

Question 6

what are some barriers to effective and safe communication?

Answer 6

1) fragmentation
- when different providers dont work well together

2) underreporting errors
3) fatigue

Question 7

define conflict

Answer 7

a feeing disagreement or perceived incompatibility of interests arising from differences in attitudes, values or needs in which the actions of one party frustrates the ability of the other to achieve their expected goals

Question 8

what factors contribute to conflict?

Answer 8

• communication issues
• being criticized
• lack of fairness
• different perspectives
• stress, fatigue

Question 9

what are the 5 types of conflict management styles?

Answer 9

1) competing
2) collaborating
3) compromising
4) accommodating
5) avoiding

Question 10

what are 3 responses to conflict?

Answer 10

1) passive
2) assertive
3) aggressive responses

Question 11

what are 3 negative approaches to conflict?

Answer 11

1) non confrontational/nonassertive
- placating(quickly agree)
- distracting (avoid by using humour or change topic)
- computing
- withdrawing

2) aggressive
- demeaning, blaming, scapegoating, bullying

3) passive-aggressive
- expressing anger

Question 12

what are some assertive needs qualities?

Answer 12

controlling emotions
self-awareness
seek collaboration
apologize for your part in conflict
being "other-oriented"

Question 13

define the CARE steps to conflict management

Answer 13

C-Clarify the behaviour that is a problem

A-Atriculate why the behaviour is a problem

R-Request a change in the problem behaviour

E-Evaluate progress towards resolution

Question 14

define incivility

Answer 14

Incivility is commonly described as behaviors that are perceived as rude, disrespectful, undermining