NAP APH Be Beyond the Ba Basic ics W Webin inar June 5, 2013 - - PowerPoint PPT Presentation
NAP APH Be Beyond the Ba Basic ics W Webin inar June 5, 2013 Mary P. Malone, MS, JD Carrie Brady, JD, MA Introductions Importance of Words/Communication Hints to help with having conversations w/your team Description of
Mary P. Malone, MS, JD Carrie Brady, JD, MA
Introductions Importance of Words/Communication
Ideas for use in your organization Comments, questions, critique
Words make us human Words can change lives Words can hurt and offend Words come from the heart Word
Urban, Hal. Positive Words, Powerful Results: Simple Ways to Honor, Affirm, and Celebrate Life. Fireside: Simon and
www.halurban.com Chapter Headings.
Joyful words celebrate life Affir
Loving words build and heal relationships Gracious words show respect and gratitude Funny words make us laugh
Urban, Hal. Positive Words, Powerful Results: Simple Ways to Honor, Affirm, and Celebrate Life. Fireside: Simon and
www.halurban.com Chapter Headings.
www.maloneadvisoryservice s.com
Family presence guidelines or Visiting hours Waiting room or Hospitality area Late trays or Courtesy trays Do Not Resuscitate or Allow Natural Death Other favorites
Our Communication Is the Patient Experience (H-
Goals of Communication
Isn’t this in Our Mission? Your mission? Communication as a core clinical competency Why shouldn’t we/you want to be the best in the
“Those idiots in transport” and my dad. Let’s be honest…..we already have “scripts”
Dispelling the myths:
Certain, limited number of interactions might
Some interactions might call for use of
Most interactions can be scripted for content.
AIDET is really helpful tool to organize
Hellos Goodbyes Transition/Handoff “Waiting times” Service recovery situations Areas of stress/concern to patients Anything that would help you!
It’s unprofessional. Feels artificial. Makes me a robot. I don’t have the time. It was designed to annoy health care workers. __________________________________________
Enhances patient/family experience Helps clarify/manages patient expectations Avoids potential misinterpretation Concentrates on known problem-areas Conveys your service philosophy (your brand)
Provides consistency in interactions Sets high service standards
Reinforces already service-conscious staff Develops structure for less service-savvy staff Provides a tool for handling difficult
Engages and empowers staff Makes work easier – less rework __________________________________
No problem. No worries. You’re welcome. It’s my pleasure I don’t know. I don’t know, but I’ll see if I can find someone who does. I don’t know, but it will be my pleasure to help you get the answer. Stick out your arm. I am here to take your blood. In order to get the right information about how you are progressing, I’ll need to take a blood sample. You can go home today. Someone will come in with some paperwork and you will be discharged sometime today. I am writing an order so that you can be discharged to your home
the discharge process (and we will check each one of this form as it is done.) You can expect the process will take 6-7 hours. It will be just a minute. The doctor/nurse/tech will see you soon. The doctor/nurse/tech will be with you in 25 minutes. (Truth plus 25%)
It was my pleasure taking care of your dad
He’s a great surgeon and a really nice guy,
My friends in department x/unit are going
Orientation/everyone
Short-staffed and “busy” Realistic time expectations
Identify Words that Wound/Words that Work and Wow! Them Identify 10-20 Twenty Toxic Words/Phrases that no one
Find the “time words” and discuss (move to realistic time
What’s the question/situation that makes you most
Videos – Exaggerate, but teach and have fun Role Play/Skits (with fun props) Person on the Street interviews: What would you say? Employees Write Responses to Situations for Newsletters Service Mapping – Moment of Truth Exercises